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Responsive · 2 weeks ago

Strategic Customer Success Manager, Healthcare & Life Sciences

United States

Full-time

Remote

Senior Level, Lead/Staff

$110K/yr - $140K/yr

8+ years exp

Responsive, formerly RFPIO, is a leader in Strategic Response Management SaaS solutions, serving over 2,000 clients including major companies like Google and Microsoft. The Strategic Customer Success Manager for Healthcare & Life Sciences is responsible for managing client relationships, driving platform adoption, and ensuring that customer needs are met in the healthcare sector.

Artificial Intelligence (AI)Cloud ManagementCRMKnowledge ManagementMachine LearningSaaSSales AutomationSoftware

Growth Opportunities

Responsibilities

Partner with proposal, compliance, and commercial leaders to streamline RFP and questionnaire processes using Responsive automation and AI for faster cycle times

Map customer workflows and implement optimized templates, tagging, and content governance to reduce manual effort and ensure regulatory compliance

Drive adoption of automation and collaboration tools that expand team capacity and throughput without increasing headcount

Use data and analytics to quantify efficiency gains, cost savings, and productivity improvements, presenting clear ROI in business reviews

Align content and process strategy with revenue outcomes by identifying content that drives higher win rates and faster deal progression

Consolidate fragmented tools and repositories into a single governed knowledge hub, improving data accuracy and compliance confidence

Lead enablement on AI search, library management, and governance workflows to relieve SMEs and enhance access to validated answers

Serve as a strategic advisor to senior stakeholders, connecting Responsive’s platform adoption to measurable business outcomes across speed, efficiency, and quality

Manage customer expectations properly through consistent and cross-functional collaboration with Sales, Product, and Professional Services

Identify key customers to visit in-person to deepen relationships

Identify and attend industry events to deepen understanding of industry and meet with customers in attendance

Maintain impeccable documentation of account details and activities, monitoring customer health, adoption, and utilization, with a focus on compliance, clinical, and regulatory workflows

Identify risk of churn or downgrade early, run structured discovery, and work cross-functionally to mitigate

Own the full renewal process, ensuring contract alignment with evolving client needs, especially regarding regulatory or market access changes

Seek out and develop opportunities for expansion through add-on features (e.g., ESG modules, integrations with regulatory tools, or automation of submission/reporting processes)

Manage escalations effectively, facilitating communication among key stakeholders within client organizations and internally

Support multiple complex projects simultaneously, often involving cross-border R&D teams, clinical operations, and regulatory stakeholders

Deliver executive-level communications, including business reviews tailored for senior leaders in R&D, compliance, medical affairs, and commercial functions

Develop mutual success plans in partnership with clients, aligning Responsive’s platform with regulatory, patient engagement, and operational efficiency goals

Qualification

Customer Success ManagementHealthcare Industry ExpertiseRegulatory Compliance KnowledgeData Analytics ProficiencyStakeholder EngagementAccount ManagementB2B SaaS ExperienceGainsight FamiliarityOrganizational SkillsCommunication SkillsTeam Collaboration

Required

8+ years' experience within customer success, account management, or relationship management in B2B SaaS, with healthcare or life sciences industry expertise strongly preferred

Track record of managing relationships with strategic clients (Fortune 250 healthcare companies, pharmaceutical firms, biotech, or equivalent), driving adoption and growth

Experience supporting RFX, regulatory submissions, or compliance reporting in regulated environments highly desired

Proven ability to own customer relationships and meet renewal/growth targets

Familiarity with customer analytics platforms, Gainsight preferred

Deep understanding of healthcare and life sciences workflows, including compliance, regulatory submissions, clinical trial management, and commercialization processes

Account mapping and stakeholder engagement across R&D, regulatory, compliance, operations, IT, and commercial leaders

Strong organizational skills with the ability to manage competing priorities

Highly data-driven, with a commitment to reporting on adoption, utilization, and value creation

Executive presence and communication skills, capable of leading QBRs/EBRs with senior healthcare and life sciences executives

Collaborative team player, adaptable to evolving customer and regulatory requirements