Customer Success Programs Manager

For our client, we are seeking a Customer Success Programs Manager to join the team of a leader in the Pharmaceuticals & Biotech space. This role will support revenue growth through customer focus, relationship development, and disciplined commercial execution. You will collaborate with sales, customer, product, and operational partners to identify opportunities, solve problems, and improve outcomes. The position offers the opportunity to strengthen market execution, customer relationships, and measurable business results within a life sciences environment. Location: Washington, DC - US based candidates only, no visa sponsorship available Compensation: $265,000 – $320,000 annually Responsibilities Build and manage a portfolio of programmatic customer success initiatives focused on scale and expansion Design engagement strategies that utilize AI to replace traditional customer success methods Deliver high-leverage engagements through webinars, onboarding cohorts, and customer communities, ensuring repeatability and self-service Adapt to the varying needs of the customer success function, balancing resources between digital agents and live engagements Measure program effectiveness with data, and optimize engagement strategies based on customer interactions Continuously experiment and iterate on all customer success initiatives, prioritizing measurable impact and actionable insights Relay customer insights from program interactions to inform product development and improve customer experience Qualifications 6-8+ years in Customer Success, with experience in Digital, Scaled, or Programmatic CS functions Proven history of delivering measurable outcomes like activation, adoption, and retention without 1:1 relationships Experience shipping lifecycle programs and automated customer engagements that impact key metrics Proficiency in AI workflows, capable of building agents and automating processes without waiting for tools to arrive Direct experience in creating live engagements like webinars and communities, with a focus on making them AI-native Comprehensive understanding of various customer success program models and when to flex between them Strong analytical skills with familiarity in reading product telemetry and consumption patterns Benefits Visa sponsorship available with legal support for incoming candidates Hybrid work policy requiring minimal in-office attendance, providing flexibility Focus on career development and growth opportunities within a cutting-edge AI company Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs. #J-18808-Ljbffr