Senior Customer Success Manager, Medicine Supply Map

Who is USP? The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world’s leading health and science experts to develop rigorous quality standards for medicines, dietary supplements, and food ingredients. USP believes that scientific excellence is driven by fairness, integrity, and global collaboration and is guided by its core value of Passion for Quality. With more than 1,300 professionals across twenty global locations, USP works to strengthen the supply of safe, high‑quality medicines worldwide. Brief Job Overview USP is seeking a dynamic Senior Customer Success Manager to join our Medicine Supply Map (MSM) team. This role focuses on post‑sale engagement, driving customer adoption, retention, and long‑term value realization across pharmaceutical manufacturers and distributors. The ideal candidate will partner closely with customers to operationalize MSM within their workflows, align the platform to supply‑chain and commercial priorities, and ensure measurable outcomes are achieved. This role requires the ability to build trusted relationships, translate data into actionable insights, and guide customers toward proactive, data‑driven decision making. Responsibilities Serve as the primary post‑sale owner for onboarding, adoption, retention, and long‑term value realization of the Medicine Supply Map across pharmaceutical manufacturers, distributors, health systems, and government agencies. 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 and support ongoing alignment. Develop and track customer health metrics, proactively identifying risks to adoption, engagement, or renewal. Partner with customers to integrate MSM insights with existing internal data sources (e.g., demand and market data) to enhance supply‑chain and commercial decision making. Provide subject matter expertise on supply‑chain visibility, market intelligence, and pharmaceutical industry dynamics to guide customer strategy. Collaborate cross‑functionally with Sales, Product, and Data Science teams to advocate for customer needs and support long‑term growth opportunities. 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 across commercial operations, sales, and supply‑chain functions. Industry Expertise 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. Supervisory Responsibilities None, this is an individual contributor role. Benefits USP provides benefits to protect you and your family today and tomorrow. From company‑paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well‑being is protected. Compensation Base Salary Range: USD $127,102.00 – $156,550.00 annually. Target Annual Bonus: % varies based on level of role. 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 inclusive and collaborative work environment policies. Protected veterans and individuals with disabilities are also welcome. Job Category Customer Service Job Type Full‑Time #J-18808-Ljbffr US Pharmacopeia