Customer Success Manager

Orgenesis is seeking a strategic, client-focused, and results-driven Customer Success Manager to build and maintain strong relationships with customers, healthcare partners, research institutions, and stakeholders across its global POCare™ platform. This role is responsible for driving customer satisfaction, retention, engagement, and long-term success by ensuring clients receive maximum value from Orgenesis' products, services, and solutions.

The Customer Success Manager serves as a trusted advisor to customers, proactively identifying opportunities to improve the customer experience, resolve challenges, and support business growth. The ideal candidate possesses excellent relationship management skills, strong business acumen, and experience working in healthcare, biotechnology, life sciences, or related industries.
Essential Responsibilities
Customer Relationship Management

• Serve as the primary strategic point of contact for assigned customer accounts.
• Develop and maintain strong relationships with customers, partners, and key stakeholders.
• Understand customer goals, business objectives, and operational needs.
• Conduct regular account reviews and success planning meetings.
• Build trust and establish long-term partnerships that drive customer loyalty.

Customer Onboarding & Adoption

• Lead customer onboarding initiatives and implementation support activities.
• Ensure smooth transition from sales to operational and customer success teams.
• Develop onboarding plans and success milestones.
• Provide guidance on platform utilization, service adoption, and best practices.
• Monitor customer engagement and adoption metrics.

Customer Retention & Growth

• Develop strategies to improve customer retention and reduce churn.
• Identify opportunities for account expansion, renewals, and additional service adoption.
• Collaborate with Business Development and Sales teams on growth initiatives.
• Support contract renewal processes and customer retention efforts.
• Maintain a proactive approach to customer engagement and satisfaction.

Customer Advocacy & Support

• Act as the voice of the customer within the organization.
• Advocate for customer needs and priorities across departments.
• Coordinate resolution of customer issues and service-related concerns.
• Escalate critical issues and ensure timely resolution.
• Foster positive customer experiences throughout the customer lifecycle.

Performance Monitoring & Reporting

• Monitor customer health metrics, engagement levels, and satisfaction indicators.
• Track customer success KPIs and account performance.
• Prepare customer success reports, business reviews, and executive summaries.
• Analyze customer feedback and identify improvement opportunities.
• Utilize CRM and reporting tools to maintain accurate account information.

Cross-Functional Collaboration

• Partner with Operations, Clinical Operations, Research, Compliance, Finance, Information Technology, and Business Development teams.
• Coordinate internal resources to support customer objectives.
• Facilitate communication between customers and internal stakeholders.
• Participate in strategic planning and process improvement initiatives.
• Support implementation of customer-focused programs and solutions.

Process Improvement & Strategic Initiatives

• Identify opportunities to improve customer experience and operational efficiency.
• Contribute to development of customer success strategies and programs.
• Support implementation of new technologies, workflows, and customer engagement tools.
• Assist in developing customer education materials and resources.
• Promote continuous improvement and customer-centric practices.

Compliance & Confidentiality

• Maintain confidentiality of customer, patient, research, and company information.
• Ensure compliance with company policies and applicable regulatory requirements.
• Follow data privacy, security, and healthcare compliance standards.
• Support audit readiness and documentation requirements.

Required Qualifications
Education

• Bachelor's Degree in Business Administration, Healthcare Administration, Life Sciences, Communications, Marketing, or a related field required.

Experience

• 3-7 years of experience in customer success, account management, client services, relationship management, or customer experience roles.
• Experience working in healthcare, biotechnology, pharmaceutical, life sciences, medical technology, or regulated industries preferred.
• Demonstrated experience managing customer accounts and driving retention strategies.

Technical Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience using CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or similar systems.
• Familiarity with customer success and account management software.
• Strong reporting, analytics, and data interpretation skills.
• Ability to learn and utilize enterprise software platforms effectively.

Preferred Qualifications

• Master's Degree in Business Administration (MBA), Healthcare Administration, or related discipline.
• Customer Success certifications or account management training.
• Experience supporting enterprise-level customers.
• Knowledge of healthcare delivery systems, biotechnology, or cell and gene therapy environments.
• Experience leading cross-functional customer initiatives.

Core Competencies

• Customer Relationship Management
• Strategic Account Management
• Customer Retention & Growth
• Business Acumen
• Communication & Presentation Skills
• Problem Solving
• Project Coordination
• Analytical Thinking
• Negotiation & Influence
• Leadership & Collaboration
• Time Management
• Adaptability

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• Customer Health Score
• Account Renewal Rate
• Revenue Expansion Opportunities
• Customer Engagement Metrics
• Issue Resolution Effectiveness
• Service Level Agreement (SLA) Compliance

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to conduct virtual and in-person customer meetings.
• Ability to communicate effectively through phone, email, video conferencing, and presentations.
• Ability to manage multiple customer accounts and projects simultaneously.
• Ability to travel occasionally, if required.

Benefits
Health & Wellness Benefits

• Comprehensive Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Drug Coverage
• Employee Assistance Program (EAP)
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Mental Health and Wellness Programs

Financial Benefits

• Competitive Base Salary
• Annual Performance Bonus Opportunities
• Commission or Incentive Programs (where applicable)
• 401(k) Retirement Plan with Company Match
• Life Insurance Coverage
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accidental Death & Dismemberment Insurance

Paid Time Off

• Paid Vacation
• Paid Holidays
• Paid Sick Leave
• Personal Days
• Bereavement Leave
• Jury Duty Leave
• Family and Medical Leave (where applicable)

Professional Development

• Customer Success and Leadership Training Programs
• Continuing Education Opportunities
• Tuition Assistance Programs
• Professional Certification Support
• Leadership Development Programs
• Career Advancement Opportunities

Work-Life Balance

• Remote and Hybrid Work Opportunities (where applicable)
• Flexible Scheduling Options
• Employee Recognition Programs
• Collaborative and Inclusive Work Environment
• Employee Wellness and Engagement Initiatives

Working Conditions

• Office, remote, or hybrid work environment.
• Frequent interaction with customers, healthcare partners, researchers, and business stakeholders.
• Regular use of CRM systems, reporting platforms, and communication tools.
• Fast-paced environment requiring strategic thinking, relationship management, and problem-solving abilities.

Equal Employment Opportunity Statement

Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. Employment decisions are based on qualifications, merit, performance, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected characteristic under applicable law.