Enterprise Customer Success Manager

📋 Description

• • As an Enterprise Customer Success Manager at Condor Software Inc., you will be at the forefront of empowering the largest and most sophisticated biopharma companies to revolutionize their financial operations within clinical development. This is a pivotal, high-impact role where your primary objective is to embed Condor deeply into the fabric of our customers' operations and finance departments, fostering long-term success through trust, demonstrable outcomes, and strategic expansion.
• • You will serve as the primary post-implementation owner of the customer relationship, acting as a trusted advisor and strategic partner to senior leaders across critical functions including finance, accounting, Financial Planning & Analysis (FP&A), and Research & Development (R&D).
• • Your core responsibility will be to ensure Condor delivers tangible, measurable business impact, guiding customers in operationalizing new, more efficient ways of working and ensuring the seamless execution of critical workflows.
• • This role demands a unique blend of domain expertise and executive-level engagement. You will be expected to articulate complex concepts fluently, including clinical trial finance, forecasting methodologies, and the inherent complexities of R&D operations, positioning yourself as an indispensable strategic partner rather than a traditional account manager.
• • Proactively identifying potential risks to customer success and uncovering opportunities for growth will be paramount. You will meticulously align Condor's product roadmap and strategic initiatives with your customers' evolving priorities, transforming initial adoption into enduring, mutually beneficial partnerships.
• • This is a strategic, client-facing position focused on driving customer retention, identifying and nurturing expansion opportunities, and building durable, high-value enterprise relationships within a category-defining company that is rapidly scaling.
• • **Client Ownership and Relationship Management:**
• • Take full ownership of the overall health, retention, and growth trajectory of your assigned portfolio of enterprise customer accounts.
• • Cultivate deep, trusted, and long-term relationships with senior-level stakeholders across finance, accounting, FP&A, and R&D departments within these organizations.
• • Serve as the primary point of escalation for all customer needs, ensuring that issues are addressed with utmost speed, professionalism, and efficacy.
• • Develop an in-depth, nuanced understanding of each customer's unique clinical portfolio, their intricate financial workflows, and their overarching strategic objectives.
• • **Value Delivery and Adoption:**
• • Drive the comprehensive adoption of the Condor platform across key accounting and FP&A use cases, ensuring that customers consistently realize measurable value and achieve their desired outcomes.
• • Collaborate closely with customers to meticulously define key success metrics and diligently track progress against these agreed-upon objectives.
• • Proactively identify any potential risks to platform adoption or customer satisfaction, and swiftly implement robust mitigation plans to prevent churn and ensure continued engagement.
• • Ensure that customers are utilizing Condor in a manner that aligns with critical requirements for audit readiness, robust governance, and industry best practices.
• • **Executive Engagement and QBRs:**
• • Strategically plan and lead impactful executive-level Quarterly Business Reviews (QBRs) that clearly articulate the value delivered by Condor, highlight adoption trends, and outline forward-looking opportunities for growth and optimization.
• • Skillfully translate complex platform usage data and financial outputs into actionable, business-relevant insights tailored for finance and R&D leadership.
• • Act as a strategic thought partner, offering expert guidance to customers on emerging trends and best practices in clinical trial accounting and FP&A.
• • **Expansion and Growth:**
• • Proactively identify and qualify potential expansion opportunities across additional clinical trials, R&D programs, and new functional use cases within customer organizations.
• • Collaborate seamlessly with Sales, Professional Services, and Product teams to effectively support upsell and cross-sell initiatives.
• • Assist customers in building compelling internal business cases that justify and drive the expansion of Condor's footprint throughout their organization.
• • **Cross-Functional Leadership:**
• • Partner effectively with the Professional Services team to ensure smooth and efficient handoffs from the initial implementation phase to ongoing customer success management.
• • Work closely with the Product team to relay critical customer feedback, identify emerging needs, and articulate enterprise-level requirements to inform product development.
• • Contribute actively to the continuous development and refinement of customer success playbooks, health scoring models, and best practices to enhance overall team effectiveness.