Customer Success Manager

Customer Success Manager

PraxisPro is a seed-stage SaaS startup building conversational AI agents that transform how life sciences companies train their sales and account teams. Our platform delivers personalized, scalable training experiences that drive measurable impact in one of the most regulated, high-stakes industries in the world.

We move with urgency, stay close to our customers, and are building the go-to learning and intelligence platform for life sciences commercial teams. As our first CS hire, you'll be embedded in everything from day-one onboarding calls to shaping how we think about customer success as a function.

The Role

As our Founding Customer Success Manager, you'll own the post-sale experience end-to-end. You'll be the person our customers call when they have a question, a request, or a problem. You'll be the voice in the room, ensuring our product and engineering teams understand what our customers actually need. This role is equal parts relationship management, project execution, and internal advocacy.

This is a founding role. You'll have an outsized say in how we build out our CS motion, what our onboarding looks like, and how we measure success with customers. If you thrive on variety, ownership, and building relationships, this is the role for you.

Key Responsibilities

• Lead implementations and onboardings: Own the full onboarding process from contract signature to go-live. Build playbooks, coordinate with engineering, and make sure each customer is set up to succeed from day one.

• Manage key client relationships: Be the primary point of contact for our accounts. Build trust, maintain regular check-ins, and understand each customer's business well enough to anticipate their needs before they ask.

• Drive proactive engagement: Don't wait for customers to come to you. Monitor usage, identify adoption gaps, and reach out with insights, training opportunities, and product updates that keep accounts engaged and growing.

• Translate customer needs into product action: Serve as the connective tissue between customers and our engineering and product teams. Surface patterns in customer feedback, champion high-signal requests, and help prioritize what we build next.

• Own retention and expansion: Track account health, flag at-risk customers early, and proactively drive expansion conversations with accounts that are seeing strong value.

• Build the CS foundation: As our first CS hire, you'll help define what good looks like and build the PraxisPro customer success playbook.

• Travel to customer sites: Spend time on-site with customers regularly. We join kickoffs, training sessions, and business reviews in person. We believe relationships are built face-to-face, and you're comfortable with frequent travel.

What We're Looking For

• 3+ years in customer success or account management at a B2B SaaS company, ideally in a lean, fast-moving environment.

• Strong communicator: Comfortable running an executive business review and sending a thoughtful follow-up email in the same afternoon. You know how to deliver hard news without burning relationships.

• Proven client relationship management: You have a track record of building and maintaining strong relationships with enterprise clients, navigating complex organizations, and keeping stakeholders aligned through the inevitable bumps of an early-stage product.

• Customer-obsessed but data-grounded: You listen carefully and take feedback. You know how to separate signal from noise and push back thoughtfully when needed.

• Hyper-organized and detail-oriented: You track every open item, follow up without being asked, and nothing falls through the cracks. In a fast-moving environment with multiple accounts in flight, your organization is what keeps customers confident and internal teams aligned.

• Comfortable wearing multiple hats: At a seed-stage company, "that's not my job" isn't in your vocabulary.

• Technical curiosity: No engineering background required, but you should be comfortable talking about AI products and explaining product nuances clearly to non-technical buyers.

Preferred Qualifications

• Experience in life sciences, healthcare, pharma, or medical device, in a CS role or in the industry itself

• Experience with MLR process and ideation reviews within the Life Sciences

• Prior experience as a consultant or in a client-facing advisory role

• Experience at a startup or in a founding/first-CSM capacity

• Familiarity with compliance requirements or regulated industry buyers

Work Environment

• Location: Manhattan office, 4 days per week in-office (1 day remote)

• Travel: as needed to client sites, up to 25-50%

• Team Size: Small, lean team—expect direct collaboration with founders and all functions

• Pace: Fast-moving, customer-driven—we iterate quickly and aren't attached to lengthy planning cycles

• Culture: Results-oriented, no ego, collaborative problem-solving

Compensation & Benefits

• Salary Range: $125,000 - $150,000 (based on experience and background)

• Equity: Competitive startup equity package

• Health insurance, 401(k), and other standard benefits

• Flexible PTO

Note on salary: Range reflects startup stage and your specific background. We pay competitively for talent and experience but are transparent that seed-stage resources are finite. If you have deep domain expertise in life sciences training, we're willing to be at the higher end of the range.

About Our Customers: Life sciences companies (pharma, biotech, medical device) invest heavily in training their sales and account teams, but existing solutions are outdated, expensive, and don't leverage AI. We're building the modern training platform they need—faster onboarding, better retention, measurable impact on selling effectiveness.