Customer Success Manager

About Certara

Certara accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development. Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries.

Our goal is to enable the life sciences industry’s use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development. Our software and scientists incorporate modern advances in scientific understanding, drug development experience, data analysis, and AI resulting in significant opportunities to decrease the cost and increase the probability of success for new drug approval and commercialization.

BaseCase is Certara’s interactive value communication platform, used by pharma and medtech teams to translate evidence into compelling narratives for payer and HTA conversations. As Customer Success Manager, you’ll own a portfolio of ~15–20 high-touch accounts, driving adoption, building champion systems, and ensuring customers realize measurable value from the platform.

This role goes beyond traditional CS: you’ll help customers adopt best practices, enable internal change management, accelerate time-to-value after app delivery, and identify expansion opportunities, all while representing the voice of the customer.

Client Relationship and Adoption

• Own the end-to-end customer journey from onboarding to scaled adoption for your account portfolio.
• Run structured engagement cadences (check-ins, QBRs), identify adoption risks early, and execute playbooks to restore momentum.

Training, Enablement and Time-to-Value

• Deliver role-tailored platform training and provide hands-on guidance (including minor app adjustments) to demonstrate best practices in real time.
• Own the transition from app delivery to meaningful usage: ensure activation plans are in place before handoff, track time-to-value, and intervene when adoption stalls.

Champion and Sponsor Systems

• Build robust champion systems: identify champions, map sponsors, co-create joint Success Plans with measurable milestones.
• Coach champions on internal enablement tactics (training cascades, showcases, stakeholder messaging) to drive diffusion.

Voice of Customer and Growth

• Synthesize customer insights and deliver structured feedback to Product (themes, evidence, scalable recommendations).
• Generate CSQLs by identifying expansion potential within accounts and packaging opportunities for Commercial.

Analytics and Operational Excellence

• Use telemetry and qualitative signals to track account health, diagnose adoption patterns, and propose next-best actions.
• Develop and refine adoption playbooks, maintain CRM hygiene, and collaborate cross-functionally to remove systemic friction

Must Have

• Bachelor’s degree or equivalent experience.
• 3and years in a customer-facing role (Customer Success, Implementation, Solutions, Consulting, Account Management, or similar) with ownership of outcomes.
• Domain knowledge: working understanding of health economics concepts (cost-effectiveness, budget impact, value frameworks) and how they translate into payer/HTA decision-making.
• Technical: proficient in Excel; comfortable learning new platforms quickly; expected to develop BaseCase expertise at a CS-appropriate level.
• Strong communication and facilitation skills: workshops, executive conversations, champion coaching.
• Analytical mindset: able to interpret usage metrics and qualitative signals to drive adoption actions.
• Ability to influence without authority in a matrix environment.

Nice to Have

• SaaS B2B or digital adoption experience.
• Practical change management experience.
• Experience in regulated/compliance-sensitive environments.

Who Thrives in This Role

You’re relentlessly resourceful, you find answers by troubleshooting, shadowing experts, and teaching yourself. You’re thick-skinned enough to absorb client friction and persistent enough to follow up until commitments are met. You have a high tolerance for ambiguity but a low tolerance for mess. You’re brave yet humble in cross-functional settings, and genuinely curious about how your customers work.

Certara bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.