Customer Success Manager

About us: 

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. Founded in 2008, DistillerSR is the world’s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research. DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market.

At DistillerSR, we have three core values: Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world-leading solutions that power their important work.

Scope of the Role:

The Customer Success Manager drives customer engagement and retention. CSMs advise and guide our customers as they map their business needs to the capabilities of DistillerSR, with the goal of ensuring customers adopt the DistillerSR platform deeply and derive the best value from their DistillerSR subscriptions and services. CSMs collaborate cross-functionally with other DistillerSR departments to identify opportunities and risk, and to develop recommendations and solutions.

Duties & Responsibilities:

Relationships & Engagement

• Build and maintain strong relationships with customers to drive long-term customer success and value.
• Engage with customers regularly, promoting and measuring customers’ engagement with the platform as a lever to account retention.
• Conduct regular ROI meetings with customers to assess value delivered and identify areas for improvement.
• Align actions and decisions with DistillerSR’s core organizational values to foster a culture of customer excellence.

Consultation

• Promote customer satisfaction through application of product knowledge and technical expertise.
• Recommend best-practice uses of DistillerSR based on understanding of the customer’s business, use cases, success criteria for getting value, and data.
• Collect key business and user insights, developing strategic plans and a long-term vision for customer accounts.
• Participate in client requirements-gathering workshops, documenting feedback.
• Advocate with DSR internal stakeholders for customer needs in product evolution.

Adoption, Retention, and Expansion

• Facilitate the onboarding of new customers, supporting customer change management initiatives to adopt DistillerSR.
• Monitor customer usage data and act upon it to resolve product use inefficiencies.
• Identify opportunities to increase product usage.
• Proactively identify at-risk customers.  Develop and implement retention plans, maintaining internal visibility through regular updates.
• Supplement the first line of support when necessary, helping customers resolve issues.
• Identify customer expansion opportunities for action by the broader account team, specifically including the Account Executive.
• Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.

Continuous Improvement

• Participate in continuous improvement initiatives as required and assist with drafting service-related policies, procedures, and work instructions. 

Key Contacts

• Frequent interaction with assigned customers and target clients, including leadership and individual contributors, with both business and technical roles.
• Collaborates closely with all members of Customer Success, Sales, Global Support, Professional Services, Marketing, and Product Management teams.
• Regular interaction with all departments and groups within DistillerSR as well as contact with external clients and vendors.

Travel

• Occasional travel may be required.

Note: Duties are not limited to those listed above. Additional duties may be assigned as required. However, reasonable consultations with personnel will be made, if possible, under business conditions.

Required Qualifications:

• Bachelor's Degree from a recognized post-secondary institution and/or education and experience acceptable to DistillerSR.
• Minimum 3 to 5 years applicable work experience.
• Experience in working with customers to implement web-based applications.
• Strong communicator, attentive listener, adept relationship-builder with a positive attitude, confidence, tenacity, and trustworthiness.
• Ability to present and communicate complex qualitative information/data in an easily understood format.
• Excellent analytical, organizational and problem-solving skills with strong attention to detail.
• An outstanding ability to understand customer needs and tailor communications to those needs.
• Independent: Problem solver, proactive, thinks on their feet.
• Ability to establish positive relationships and become a trusted advisor.
• Experience defining and documenting business processes and transaction flows.
• Excellent interpersonal, communication (verbal and written) and presentation skills.
• Oversee multiple accounts, projects, deadlines, and milestones.
• Technically minded, with well-developed computer skills, and a working knowledge of the Microsoft Office and Google Workspace tools - including MS Word/Google docs, Excel/Google Sheets, PowerPoint/Google Slides, and Outlook/Gmail.

Preferred Qualifications:

• Previous work experience with organizations in pharma, medical device, NFP’s and academic sectors, or governmental agencies
• Experience in a regulated industry
• Previous experience in software sales
• Experience in research projects or systematic reviews
• Experience using DistillerSR products 
• Background in life sciences, library sciences or bio sciences

For candidates based in Canada, the expected OTE range is $65,191–$94,300 CAD.

Compensation is determined based on factors such as experience, skills, and overall fit for the role. If you’re excited about the opportunity but the listed salary range doesn’t fully align with your expectations, we still encourage you to apply. We’re open to discussing a competitive package that reflects your background and expertise.

We're a dynamic and innovative B2B SasS firm who leads in our market and we're looking for agile, growth-minded individuals who want to join and make a positive impact doing purposeful work. We offer:

• Flexible work hours and work arrangements
• Benefits coverage from Day One
• Annual winter holiday shutdown
• Three weeks vacation
• Wellness reimbursement
• Professional development support
• Career growth opportunities
• Great culture working in the heart of the Kanata North Tech Park

As part of our recruitment process, we may utilize artificial intelligence tools to support or assist the review of applications. These tools may help us identify candidates whose qualifications best match job requirements.

DistillerSR Inc. is committed to providing a respectful, welcoming, and inclusive work environment where every single employee can bring their full self to work, thrive, and be successful. Please let us know if you need any accommodation during the recruitment process.