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Salary: CAD 65,191 - 94,300 / annual
DistillerSR is the world's leading AI-enabled workflow automation and evidence management platform for streamlining literature-based health research. Used by 80% of the top 10 global medical device and pharmaceutical companies, the platform helps inform product research, prepare regulatory submissions, and monitor safety issues with medical products.
As a Customer Success Manager, you will drive customer engagement and retention by advising and guiding customers to map their business needs to DistillerSR's capabilities. You'll ensure customers adopt the platform deeply and derive maximum value from their subscriptions and services, collaborating cross-functionally across the organization.
Key responsibilities include:
**Relationships & Engagement:** Build and maintain strong customer relationships to drive long-term success. Engage regularly with customers, promote platform adoption, conduct ROI meetings to assess value delivered, and identify improvement areas. Align actions with DistillerSR's core values of Always Leading, Always Innovating, and Always Trusted.
**Consultation:** Apply product knowledge and technical expertise to promote customer satisfaction. Recommend best-practice uses based on customer business context and success criteria. Collect business and user insights to develop strategic account plans. Participate in requirements-gathering workshops and advocate for customer needs in product evolution.
**Adoption, Retention & Expansion:** Facilitate onboarding of new customers and support change management initiatives. Monitor usage data to resolve inefficiencies and identify expansion opportunities. Proactively identify at-risk customers and develop retention plans. Supplement support when necessary and support Sales activities including product demonstrations and RFP processes.
**Continuous Improvement:** Participate in improvement initiatives and assist with drafting service-related policies and procedures.
You'll interact frequently with assigned customers and target clients at all levels, collaborate closely with Customer Success, Sales, Support, Professional Services, Marketing, and Product teams. Occasional travel may be required.
**Requirements:**
Required: Bachelor's degree from recognized post-secondary institution and/or equivalent education/experience; minimum 3–5 years applicable work experience; experience implementing web-based applications with customers; strong communication and relationship-building skills with positive attitude, confidence, tenacity, and trustworthiness; ability to present complex information clearly; excellent analytical, organizational, and problem-solving skills with attention to detail; ability to understand customer needs and tailor communications; independent problem-solver, proactive, thinks on feet; ability to establish positive relationships and become trusted advisor; experience defining and documenting business processes and transaction flows; excellent interpersonal, verbal, and written communication and presentation skills; ability to oversee multiple accounts, projects, deadlines, and milestones; technically minded with strong computer skills and working knowledge of Microsoft Office and Google Workspace tools (Word/Docs, Excel/Sheets, PowerPoint/Slides, Outlook/Gmail).
Preferred: Previous work experience with pharma, medical device, nonprofits, academic sectors, or governmental agencies; experience in regulated industry; previous software sales experience; experience with research projects or systematic reviews; experience using DistillerSR products; background in life sciences, library sciences, or bio sciences.
