Customer Success Manager

Certara is a growing company that provides a dynamic and exciting place to work. Our purpose is to assist in accelerating the development of meaningful medicines that make an impact on our society and the people that need them most. Innovation and creativity are highly valued, and everyone is given the opportunity for training and continuous development. Our portfolio spans the discovery, preclinical, clinical and post-marketing phases of drug development, working with 1,200 commercial companies, 250 academic institutions, and numerous regulatory agencies.

As Customer Success Manager, you will align our goals with those of our clients, ensuring mutual value and product adoption. You will act as the central connector between internal experts and diverse client stakeholders, balancing competing priorities. Your mission: drive satisfaction, retention, and revenue by navigating complexity, advocating for client needs, and steering product evolution.

Client Relationship Manager

• Guide clients from initial implementation through adoption and upgrades, serving as their primary contact.
• Coordinate with internal teams to manage installations, upgrades, and ongoing support, especially for new or at-risk clients.
• Maintain strong relationships through regular check-ins, scripted journey steps, and responsive communication-even outside of business hours if needed.

Product Evangelist

• Learn and master features through documentation, testing, and hands-on use; understand version differences.
• Promote our knowledge base, marketing materials, and training content to spark interest and reduce common questions.
• Support client upgrades and advanced feature adoption by aligning their IT timelines and articulating clear value propositions.

Customer Advocate & Communicator

• Research and document client needs, drive regular interviews, and log key insights into our CRM.
• Track all discussions and outcomes, prioritize requests by urgency and account importance, and follow up with relevant teams.
• Escalate smartly, resolve issues collaboratively, and know when to self-solve or defer to experts for technical solutions.

Business Analyst

• Track account health through both storytelling and data, promoting long-term success despite short-term crises.
• Gather qualitative insights from client interviews and observations to highlight gaps, pain points, and opportunities.
• Analyze usage metrics to identify patterns, optimize feature adoption, and align client needs with our workflows.

• Bachelor's Degree or 5+ years' relevant work experience in a customer-facing role
• Curious, conscientious, service-driven, and willing to learn; thrives in change and accepts feedback.
• Resilient under pressure from large clients; assertive in holding teams accountable.
• Detail-oriented and organized with strong communication, facilitation, and multinational messaging skills.
• Self-sufficient problem solver who works well across expert teams with humility and confidence.