Elicit - Customer Success Manager
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Requirements
• AI fluency. You understand AI/ML capabilities and limitations well enough to explain accuracy, confidence, and responsible use to researchers who hold us to rigorous standards. Bonus: you have a genuine POV on how AI is transforming knowledge work. • AI fluency. • CS builder mindset. You think in systems and repeatable processes. You're as comfortable designing an onboarding sequence as running a high-stakes QBR. You know what best-in-class CS looks like and build toward it. • CS builder mindset. • Pharma or regulated industry experience. Direct pharma/biotech CS experience is a plus, but we'll also consider regulated industries (healthcare, medical devices, clinical research) with curiosity and willingness to learn. Bonus: experience supporting evidence-based decision-making workflows like systematic reviews or regulatory submissions. • Pharma or regulated industry experience. • Executive presence. You translate product capabilities into business outcomes that resonate at the director and C-suite level. You run QBRs that end with "we need to expand this. • Executive presence. • Experience in B2B SaaS or AI-forward Customer Success, with at least 3-5 years supporting technical/specialized users — ideally managing $50K–$200K+ ACV enterprise accounts with full ownership of renewals and expansion • Experience in B2B SaaS or AI-forward Customer Success • Track record in early-stage startups where you wore multiple hats and built from ambiguity • Track record in early-stage startups • Data-driven operator. You've owned metrics like NRR >110%, gross retention targets, customer health scores, and expansion plays — and you interpret usage data to proactively drive action, not just report on it • Data-driven operator • Domain curiosity: You're the type who'll read research papers to understand customer workflows, not because you have to but because you're genuinely interested • Domain curiosity
Responsibilities
• This is an execution role with strategic contribution. The Customer Success Manager will run customer onboarding, conduct QBRs, manage expansion opportunities, and solve customer challenges day-to-day, while also contributing to CS artifacts that codify best practices and enable the team to scale effectively. • Own a book of enterprise accounts: onboarding, QBRs, health monitoring, renewals, and expansion • Build and refine CS artifacts — playbooks, templates, onboarding sequences, QBR frameworks • Interpret usage data to proactively surface risk and opportunity — not just report on it • Run executive business reviews with VP/C-suite stakeholders at pharma and research organizations • Design scaled programs (training series, cohort onboarding, champion networks) as the customer base grows
Benefits
• In addition to working on an ambitious mission alongside a world-class, collaborative team, you’ll receive: • Competitive OTE of 150K-250K with above-market equity • Fully covered health, dental, vision, and life insurance for you + generous family coverage • Flexible vacation (recommended minimum of 20 days) • 401(k) with 6% employer match • $2,000 device budget + ongoing equipment refresh • Personal and professional development budget • Flexible work environment across North America and Europe, with quarterly in-person retreats and coworking events
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