Customer Success Specialist

We're seeking a dynamic Customer Success Specialist to lead our US market expansion in the pharmaceutical and medical devices sectors. This strategic role combines relationship management, project leadership, and business development to ensure our clients maximize the impact of AI-powered sales training and role-play simulations.

You will be the trusted advisor and internal champion for our most important US-based life sciences clients, helping them transform their sales training programs through innovative AI technology.

Client Relationship Management

• Manage and deepen client relationships through a consultative, solution-oriented approach.
• Act as the primary point of contact and internal advocate for key clients.
• Conduct regular check-ins, business reviews, and strategic discussions with stakeholders.
• Foster long-term client engagement through high-touch, proactive communication.

Project & Account Management

• Lead end-to-end client onboarding and implementation for pharmaceutical and medical device companies.
• Draft detailed Scope of Work (SOW) and manage client project documentation.
• Coordinate with Sales, Product, and Technical Support to deliver seamless client experiences.
• Manage client escalations and resolve issues efficiently, maintaining high customer satisfaction.

What We're Looking For

Experience & Expertise

• 8–10 years in customer success, account management, or client engagement roles.
• Direct experience in pharmaceutical or medical device companies (sales or training), or delivering training solutions to such organizations.
• Proven track record managing enterprise accounts in the US life sciences market.
• Deep understanding of pharmaceutical sales processes, medical affairs, and regulatory environments.
• Experience with SaaS or technology-driven training/learning platforms (healthcare preferred).

Project Management & Technical Skills

• Solid understanding of project management principles and documentation (SOWs, quotes, timelines).
• Comfort with handling escalations, driving resolutions, and coordinating across teams.
• Adept at explaining technical solutions to non-technical stakeholders.

Communication & Interpersonal Skills

• Expert-level project management and SOW creation experience.
• Exceptional presentation and executive communication skills.
• Strong analytical thinking and problem-solving capabilities.
• High emotional intelligence and consultative selling approach.

• Experience in high-growth or early-stage SaaS companies focused on healthcare.
• Understanding of AI applications in training and sales enablement.
• Experience with role-play training methodologies and simulation-based learning.
• Knowledge of medical device / pharmaceutical compliance requirements.

• Flexibility: Remote-friendly work environment with focus on results.
• Compensation: Competitive salary in the market.
• Impact: Work directly with industry-leading pharmaceutical and medical device companies.
• Growth: Join a rapidly expanding company with significant market opportunity.
• Culture: Collaborative environment that values innovation and ownership.

This role is US-based. Candidates must be able to work across US time zones and collaborate with senior stakeholders.

SmartWinnr is a leading AI-based SaaS platform that enhances training and sales performance for distributed sales teams. The platform serves Fortune 500 clients in Pharma and Medical Devices to boost sales productivity. SmartWinnr has been recognized by G2 as one of the top 50 sales products for consecutive years, based on authentic customer reviews and feedback.