Customer Success Manager – Pharma Solutions

Position: Customer Success Manager
Department: Customer Excellence
Experience: 5+ Years
Location: Mumbai/Pune | May require occasional travel
Reporting To: Head of Delivery

Role Overview
As a Customer Success Manager at GenBioCa, you will be responsible for owning and strengthening post-sales customer relationships, ensuring the successful adoption and value realization of our solutions. You will act as the bridge between the customer and our delivery teams, using your deep domain knowledge and awareness of emerging technology trends to guide clients, advocate for their needs internally, and ensure seamless project execution.

About GenBioCa

GenBioCa provides specialized services and platform solutions to the global pharmaceutical and life sciences industry, focusing on Regulatory Affairs, Clinical Data Management, Lab Informatics, and Validation. We are at the intersection of domain expertise and technology innovation, leveraging advancements like Agentic AI to deliver intelligent, efficient, and compliant solutions for our clients.

We are looking for a proactive and technically minded Customer Success Manager who will be the strategic partner for our customers, ensuring they achieve their desired outcomes while fostering long-term loyalty and growth.

Key Responsibilities
a. Strengthen Customer Relationships

• Serve as the primary point of contact and trusted advisor for a portfolio of key accounts post-sale.
• Conduct regular strategic business reviews to understand client objectives, demonstrate value, and align GenBioCa’s roadmap with their evolving needs.
• Proactively manage client health, identify expansion opportunities, and mitigate churn risks.
• Build strong, multi-level relationships within client organizations, from end-users to executives.

b. Ensure Smooth Project Delivery

• Work hand-in-hand with Project Managers and delivery teams to ensure projects are delivered on time, within scope, and meet quality expectations.
• Facilitate clear communication between the customer and delivery teams, ensuring requirements are understood and feedback is incorporated.
• Proactively identify and help resolve delivery roadblocks or customer concerns before they escalate, bring in a solutions mindset to problem solving.
  

c. Metrics-Focused & Delivery Team Collaboration

• Define, track, and report on key Customer Success Metrics (e.g., NPS, CSAT, Adoption Rates, Renewal Rates, Expansion Revenue).
• Use data-driven insights to advise customers on best practices and to inform internal process improvements.
• Build and maintain excellent rapport with delivery, support, and product teams. Be the voice of the customer internally and the voice of GenBioCa externally.
• Collaborate with teams to translate customer feedback into actionable product or service enhancements.

Required Domain Knowledge & Skills

Mandatory Domain Expertise:

• Strong understanding of pharmaceutical industry processes and pain points.
• Working knowledge in at least two of the following core domains:
  1. Regulatory Compliance (e.g., GxP, 21 CFR Part 11, submissions)
  2. Clinical Data Management (e.g., CDISC standards, EDC systems, data integrity)
  3. Lab Informatics (e.g., LIMS, ELN, SDMS)
  4. Validation (e.g., CSV, CSA, IT/QA validation processes)

Technology Awareness:

• Keen awareness of technology trends impacting the life sciences sector, such as:
  • Agentic AI, Generative AI, and Machine Learning applications in pharma.
  • Cloud-based platforms, SaaS models, and digital transformation.
  • Data analytics, automation (RPA), and interoperability standards.
• Ability to discuss these trends credibly with clients and relate them to GenBioCa’s offerings.

Qualifications & Experience

• Bachelor’s degree in Life Sciences, Pharmacy, Computer Science, or related field. Advanced degree is a plus.
• 5+ years of experience in a Customer Success, Account Management, or Senior Delivery/Consulting role within the Pharma/Life Sciences IT or Services sector.
• Proven track record of managing enterprise B2B clients and achieving high retention & satisfaction scores.
• Exceptional communication, presentation, and interpersonal skills.
• Analytical mindset with experience.

What You Bring

• A proactive, “own the outcome” attitude.
• The ability to translate complex technical and domain concepts for varied audiences.
• A collaborative spirit with a proven ability to build trust with both customers and internal technical teams.
• A passion for customer advocacy and a drive to see your clients succeed.

How to Apply (email: gbc@genbioca.com)
If you are a strategic, domain-savvy, and technology-forward professional passionate about driving customer success in the pharma tech space, we would love to hear from you. Please submit your resume and a cover letter explaining why you are the ideal bridge between our customers and our delivery teams at GenBioCa.

GenBioCa is an equal opportunity employer.