Job Description

About This Role

As a Customer Success Manager at Innovative Supply Solutions, you will play a pivotal role in driving client satisfaction, adoption, and retention across our ISS Nexus platform. Reporting to the Director of Customer Success, you will work closely with clients throughout their journey—from onboarding and implementation to long-term strategic partnership. Your focus will be on optimizing the value that clients derive from our platform by aligning its capabilities with their business processes, delivering excellent training, and acting as a trusted advisor. This is a client-facing role that combines project management, relationship building, and software expertise to support pharmaceutical and biotech companies managing clinical trial operations.

What You’ll Do

• Serve as the primary point of contact for a portfolio of SaaS clients using the ISS Nexus platform.
• Lead client onboarding and implementation activities including business process mapping and system configuration.
• Facilitate new user training and ongoing education to ensure high adoption and proper usage of platform features.
• Support key technical activities from a business perspective including UAT/validation, software deployment, integrations, and data migration.
• Gather and relay client feedback to internal teams to support product improvements and roadmap planning.
• Partner with the Sales team to identify growth opportunities by recognizing unmet client needs.
• Coordinate and present client review meetings and performance metrics to demonstrate value and foster engagement.
• Collaborate cross-functionally with internal teams and external vendors to execute strategic client initiatives.
• Contribute to the development of internal tools and client-facing materials such as implementation guides, user documentation, and commercial presentations.

What We’re Looking For

• A bachelor’s degree or equivalent professional experience.
• 5+ years of experience in the pharmaceutical industry, healthcare, or clinical trial operations.
• Proven track record of working directly with clients, patients, or stakeholders in a regulated environment.
• High technical aptitude and enthusiasm for mastering complex software products.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong organizational and project management abilities with a detail-oriented mindset.
• Self-motivated, solutions-focused individual who thrives in a fast-paced environment.
• Proficiency with Microsoft 365 and other standard business tools.
• Willingness to travel up to 25% as required.

You Might Also Have (Nice to Have)

• Experience working with SaaS platforms in a customer-facing capacity.
• Familiarity with clinical supply chains or clinical trial systems.
• Background in training delivery or technical writing.
• Prior involvement in software implementation or validation projects.

What We Offer

• Competitive salary and benefits package.
• Flexible work hours and remote work options. NOTE: This role is currently fully remote but may move to a hybrid schedule in the future based on office availability in Bucks County, PA.
• Opportunity to work with a growing SaaS company in the life sciences sector.
• Career development and learning opportunities in a collaborative team environment.
• A culture that values customer-centric thinking, innovation, and inclusion.

If you are excited about helping customers succeed and are passionate about life sciences and technology, we’d love to hear from you.

Join us in our mission to revolutionize the clinical trials industry!

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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