Customer Success Manager

Location: San Francisco, CA This role is not eligible for relocation assistance Zifo is seeking a Customer Success Manager (CSM) to join our commercial team in the South San Francisco region. This position will be responsible for conducting account mining activities with Enterprise Pharmaceutical/Biotech/Life science companies. Customer Success Manager Role Summary We are looking for an individual who demonstrates strong commitment to proactive account management, maintains current revenue streams, consistently develops the revenue pipeline within the customer portfolio, and fosters successful, long‑term partnerships with our clients. Core Responsibilities Partner with Customer Success and Delivery teams in kick‑starting engagement with new Customers, business areas, and products. Understand the Customer’s tangible and intangible expectations and ensure they are delivered by Zifo. Manage the Engagement with Customers and Zifo’s internal teams, in alignment with Zifo’s culture and values. Partner with Service Delivery Management teams to ensure transition of projects from Account Mining to Project execution. Perform active Account Mining by expanding relationships beyond the current set of Customer contacts/business groups and work with the Client Partner on the business plan for success. Be the Zifo Champion for Requests for Proposals from Customers; work closely with Client Partners and own the response to RFPs, collaborating with cross‑functional stakeholders from Zifo. Identify and propose Value Adds, and means to realize ROI for the Customer. Be accountable for successful business outcomes as part of the relationship between Zifo and the Customer organization. Establish and nurture relationships with Customers, convert them to Zifo Champions, and build rapport with multiple stakeholders within our customer portfolio. Ensure Zifo’s ongoing business with Customers is renewed as appropriate. Be responsible for Steering Committee meetings and presentations with Customer Leadership by working closely with Zifo’s Executive Leadership teams. Provide insights into industry trends and share consultative inputs with Customers. Proactively suggest best practices internally in Zifo and with Customer interactions in the spirit of ongoing improvements and excellence. Required Skills & Experience 2+ years of Customer Success Management / Account Management experience at a Software Services company or Product company, or 3+ years of consulting experience for Life Sciences. Strong project management abilities, written and verbal communication skills, and presentation capabilities. Detail‑oriented and ability to multitask at various levels; self‑starter with ability to prioritize critical tasks daily. High attention to detail, organization skills, and a team player. Must be willing to juggle many things at once and prioritize effectively. Must be an influential person who builds and nurtures rapport with customers, drives them toward desired actions, and challenges them when appropriate. Benefits We offer a competitive compensation package including accrued vacation, medical, dental, vision, 401k with company matching, life insurance, and flexible spending accounts. Zifo is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr