Customer Success Manager

About the role

Epikast, an American company that helps biopharmaceutical companies inform physicians about scientific trends and help patients manage their disease, is looking for a Customer Success Manager. Working closely with the VP of Customer Success, you will own the planning and execution of client onboarding and delivery projects, coordinate work across internal teams and help build the processes behind consistent, high-quality delivery. This is a hands-on role combining project management with relationship-building.

Key responsibilities

• Lead client onboarding and project delivery: turn client commitments into delivery plans with milestones, responsibilities, dependencies and measures of success.
• Coordinate onboarding and ongoing projects across Operations, IT/Engineering, HR, Business Development and other teams, ensuring readiness for launch and effective handovers.
• Drive progress against plans, manage dependencies, hold teams accountable and resolve delivery issues, escalating to the VP of Customer Success when needed.
• Maintain a clear view of project status, risks and outstanding decisions, keeping internal stakeholders and clients informed.
• Help build a scalable Customer Success function: develop processes for onboarding, account management, reporting, client reviews and issue resolution, and create reusable tools, templates and documentation.
• Establish clear handovers and ways of working, and use lessons from individual projects to improve processes.
• Prepare client presentations and review materials, lead project updates and workstream discussions, and monitor performance against KPIs to recommend improvements.

Required profile

• At least 5 years of experience in management consulting, client services or a commercial role within the pharmaceutical industry.
• Track record of managing projects with multiple teams, competing priorities and external stakeholders.
• Experience creating or improving processes in a growing business.
• Clear, confident communication and the ability to lead project discussions and manage delivery expectations.
• Confidence working with performance data and turning findings into recommendations, reports and presentations.
• Collaborative approach and comfort with ambiguity and changing priorities.

What we offer

• A collaborative, international work environment with highly skilled professionals.
• A comprehensive training program.
• Industry-leading compensation and benefits, including an annual bonus scheme.
• Opportunities for personal and professional development within the US.
• Hands-on use and development of AI tools.