Customer Success Manager
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Job Description
Customer Success Manager driving successful deployments for PAXAFE’s pharmaceutical logistics platform, managing complex integrations and ensuring operational efficiency across stakeholders.
Responsibilities:
- Lead end-to-end customer implementations across PAXAFE’s platform (Command Center, Lane Qualification, Auto Product Release, Risk Intelligence), with a strong focus on timeline, scope, and delivery quality
- Own project management responsibilities — building project plans, managing milestones, tracking risks, and ensuring accountability across internal and external stakeholders
- Translate pharmaceutical and supply chain requirements into structured implementation plans, aligning system capabilities with operational workflows
- Manage complex integration projects involving APIs, webhooks, IoT devices, and third-party systems (e.g., ERP, WMS, TMS, telematics)
- Act as the primary point of contact for customers during implementation and expansion phases — ensuring clarity, momentum, and trust
- Drive ongoing customer programs as clients expand their control tower capabilities — managing new integrations, feature rollouts, and optimization initiatives
- Partner closely with Product and Engineering to resolve blockers, refine requirements, and ensure scalable, high-quality deployments
- Capture and operationalize customer feedback to influence product roadmap and improve implementation playbooks
- Build repeatable processes and frameworks to scale implementations across a growing customer base
- Support training, documentation, and enablement for both customers and internal teams.
Requirements:
- 6-15 years of experience in Project Management, Customer Success, or Implementation roles within SaaS, pharma, or supply chain environments
- Strong project management background — experienced in leading complex, multi-stakeholder implementations with clear structure and execution discipline
- Domain experience in life sciences, pharma, biotech, or regulated supply chains is strongly preferred
- Technical fluency — understands APIs, JSON, system integrations, and data flows; comfortable reviewing API documentation and using tools like Postman
- Ability to translate between business and technical teams — ensuring alignment across operations, IT, and engineering
- Experience working with enterprise customers and regulated environments (GxP, compliance-driven processes) is a strong plus
- Highly organized and proactive — able to manage multiple workstreams and drive outcomes in a fast-paced environment
- Comfortable working in a startup environment — adaptable, resourceful, and willing to build structure where it doesn’t yet exist.
Benefits:
- Competitive salary
- Equity
- Five weeks PTO
- Full healthcare coverage
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