Senior Customer Success Manager, Medicine Supply Map

Senior Customer Success Manager, Medicine Supply Map USP is an independent scientific organization that develops rigorous quality standards for medicines, dietary supplements, and food ingredients. In this position, you will drive post‑sale engagement, customer adoption, retention, and long‑term value realization across pharmaceutical manufacturers and distributors. Responsibilities Serve as the primary post‑sale owner for onboarding, adoption, retention, and long‑term value realization of the Medicine Supply Map. Build and maintain strong relationships with key stakeholders across commercial operations, sales, supply chain, and executive leadership teams. Lead strategic account planning, including defining success plans, aligning MSM capabilities to customer objectives, and identifying expansion opportunities. Drive adoption by operationalizing MSM within customer workflows and establishing best practices for data‑driven decision making. Facilitate regular business reviews, delivering insights and recommendations that demonstrate measurable value. Develop and track customer health metrics, proactively identifying risks to adoption, engagement, or renewal. Collaborate cross‑functionally with Sales, Product, and Data Science teams to advocate for customer needs and support long‑term growth opportunities. Provide subject matter expertise on supply chain visibility, market intelligence, and pharmaceutical industry dynamics to guide customer strategy. Capture and report the voice of the customer to Product Management and leadership teams to inform roadmap priorities and continuous improvement. Support renewal and expansion efforts through clear value articulation, stakeholder alignment, and mitigation of adoption risks. Qualifications Bachelor’s degree in Business Administration or a related field. Minimum of three years of successful experience in customer success, account management, or post‑sale roles, preferably within SaaS, data analytics, or supply chain solutions. Demonstrated success managing strategic accounts, driving adoption, and achieving retention and expansion objectives. Strong relationship management skills with the ability to engage senior‑level stakeholders across commercial operations, sales, and supply chain functions. Excellent communication, problem‑solving, and organizational skills with a focus on driving measurable customer outcomes. Experience operating in a fast‑paced environment with the ability to prioritize across multiple customers and initiatives. Consultative approach with the ability to translate complex data and analytics into clear, actionable insights for customers. Experience leading business reviews, defining success plans, and aligning solutions to measurable outcomes. Understanding of pharmaceutical supply chain, market intelligence, or related industry dynamics is preferred. Collaborative mindset with the ability to partner cross‑functionally and align customer needs with product capabilities. Benefits Base Salary Range: USD $127,102.00 – $156,550.00 annually. Target Annual Bonus: percentage varies. USP provides company‑paid time off, comprehensive healthcare options, retirement savings, and protection for personal and financial well‑being. Equal Opportunity Employer USP is an equal employment opportunity employer (EEOE) and is committed to ensuring fair, merit‑based selection processes that enable the best scientific minds—regardless of background—to contribute to advancing public health solutions worldwide. USP provides reasonable accommodations to individuals with disabilities and upholds policies that create an inclusive and collaborative work environment. #J-18808-Ljbffr USP