Customer Success Manager

About the Job

Join Excelya, where Audacity, Care, and Energy define who we are and how we work. We believe in creating bold solutions and fostering an inclusive environment where collaboration and individual growth go hand in hand.

This role is an exciting opportunity to contribute to a dynamic and ambitious commercial team. As a Customer Success Manager (CSM), you will ensure a seamless transition from deal closure to project execution, acting as the client’s trusted partner throughout the lifecycle. You’ll monitor commercial health, drive client satisfaction, and identify opportunities for expansion and renewal.

Main Responsibilities

• Own the client journey: Seamlessly take over from Account Executives and lead the transition from deal to delivery.
• Kick things off right: Organize and lead energizing internal and external kick-off meetings to align all stakeholders.
• Keep your finger on the pulse: Monitor project health across satisfaction, milestones, revenue, profitability, and risk.
• Drive strategic conversations: Lead governance meetings with clients, partnering closely with Operations.
• Spot opportunities: Identify and manage change orders and upsell potential during project execution.
• Showcase success: Collaborate with Marketing to turn client wins into compelling case studies and references.

About You

At Excelya, taking audacious steps is encouraged, so we’re looking for individuals who are ready to grow with us and share our values.

Experience

• 3–5 years in a client-facing or project-oriented role, ideally in Customer Success, Account Management, or Project Management within a B2B environment.
• Experience in clinical research, CRO, or life sciences is a strong plus.

Skills

• Client-Centric Mindset: You build trust quickly and know how to engage stakeholders at all levels.
• Operational Rigor: You’re structured, organized, and skilled at managing multiple projects simultaneously.
• Commercial Acumen: You’re comfortable identifying upsell opportunities, managing change orders, and contributing to revenue growth.
• Strategic Communication: You lead meetings with clarity and purpose, and you’re confident presenting to both clients and internal leadership.
• Cross-Functional Collaboration: You work seamlessly with Sales, Operations, and Marketing to deliver value.
• Analytical Thinking: You track KPIs, anticipate risks, and use data to inform decisions and actions.
• Tech-Savvy: You’re comfortable using CRM, project management, and reporting tools (e.g., Hubspot, Power BI, etc.).

Education

• Master’s degree in Business, Engineering, Life Sciences, or equivalent.

Languages

• Fluency in English (written and spoken); French is a plus.

Why Join Us?

At Excelya, we combine passion for science with enthusiasm for teamwork to redefine excellence in healthcare.

Here’s what makes us unique:

We are a young, ambitious health company representing 900 Excelyates, driven to become Europe’s leading mid-size CRO with the best employee experience. Our one-stop provider service model, offering full-service, functional service provider, and consulting, enables you to evolve through diverse projects. Working alongside preeminent experts, you will help improve scientific, operational, and human knowledge to enhance the patient's journey.

Excelling with Care

At Excelya, Care lies at the heart of what we do. We provide equal opportunities for all and foster a diverse, equitable, and inclusive workplace where humility and boldness work hand in hand. Everyone has a space to feel valued, thrive, and collaborate with purpose.

Your challenges become our shared mission. Together, we transform bold ideas into reality—the Excelya way.

Apply today, become an Excelyate!