Customer Success Manager
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Job Description
Customer Success Manager at AI research platform Elicit managing enterprise accounts and driving strategic growth initiatives. Collaborating with teams for high-quality client support and advocacy.
Responsibilities:
- 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
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.
- 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.
- 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.
- 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.
- 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
- Track record in early-stage startups where you wore multiple hats and built from ambiguity
- 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
- 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.
Benefits:
- 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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