Customer Success Manager (Remote)

Shaman is seeking a Customer Success Manager to join our expanding team. In this role, your mission is to drive and enhance the adoption and usage of our platform for various B2B user teams within the pharma industry. You will support our clients by managing diverse responsibilities, including overseeing onboarding, consulting on customer workflows, and collaborating with Account Executives to upsell features. You will oversee relationships with key stakeholders, monitor adoption rates, and proactively propose and execute strategies to improve engagement while identifying commercial opportunities. Your strong relationship-building skills will position you as a trusted advisor to our customers.

At Shaman, we operate in a fast-paced and changing environment that demands flexibility and the ability to navigate diverse contexts. Our customer engagement is always customized to meet the unique needs of each client. Success in this role requires taking ownership of tasks and approaching challenges with a consultative mindset rather than relying on predefined playbooks.

Key Responsibilities:

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  Develop Strong Relationships: Cultivate and maintain trusting partnerships with key stakeholders, ensuring alignment with their goals and long-term success.

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  Primary Point of Contact: Act as the main liaison for business owners, providing personalized support and strategic guidance to maximize value from our platform.

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  Task and Project Management: Oversee and manage tasks related to client success, including timelines and deliverables ensuring all client-facing projects are executed efficiently and successfully.

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  Oversee Onboarding: Lead the onboarding process, ensuring a seamless experience and clear adoption pathways for new clients.

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  Drive User Adoption: Regularly monitor platform usage, identify trends or challenges, and conduct evaluations with business owners to optimize adoption strategies.

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  Lead Engagement Activities: Design and implement tailored initiatives to improve platform usage and engagement, addressing client-specific needs and goals.

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  Communicate Proactively: Keep stakeholders informed about new product features, updates, and initiatives, ensuring they are equipped to leverage the latest capabilities.

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  Resolve Complex Issues: Coordinate with the Customer Support team to address and resolve complex client issues, ensuring timely and effective communication throughout.

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  Identify Growth Opportunities: Collaborate with Account Executives to identify and capitalize on upselling and cross-selling opportunities, presenting tailored solutions to clients.

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  Consult and Advise: Go beyond predefined playbooks by offering consultative support, leveraging flexibility to navigate unique customer contexts and challenges effectively.

Requirements:

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  5+ Years of Relevant Experience: Proven track record in customer-facing roles, such as customer success, consulting, or project management.

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  Customer-Centric Expertise: Extensive experience engaging with customers, understanding their needs, and driving solutions that deliver value.

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  Strong Organizational Skills: Highly organized, detail-oriented, and capable of managing multiple projects independently while maintaining high-quality standards.

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  Process and Functional Analysis: Skilled in gathering, documenting, and analyzing business processes and system functionalities to align with customer goals and requirements.

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  Strategic Problem-Solving: Proven ability to think critically, navigate complex challenges, and offer tailored, consultative solutions in diverse contexts.

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  Proficiency in English: Excellent verbal and written communication skills to engage with global stakeholders effectively.

• Experience in a Fast-Paced Environment: Comfortable working in a dynamic setting, with the flexibility to adapt to changing priorities and contexts.

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  Technical Acumen: Familiarity with SaaS platforms and the ability to translate technical features into business value is a strong advantage.

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  Consultative Approach: Experience in providing strategic advice and guidance beyond predefined frameworks, tailoring solutions to diverse client needs.

Other Requirements (optional):

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  Data Management Skills: Experience working with and analyzing data to drive insights and inform decisions.

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  Understanding of QA Principles: Familiarity with quality assurance practices and their application in software or process optimization.

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  CRM Experience: Proficiency in Salesforce or other CRM platforms for managing customer interactions and processes.

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  Collaboration with Development Teams: Experience working closely with software development teams to align customer needs with technical solutions.

What We Offer:

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  Flexible Work Schedule: Enjoy the freedom to structure your workday to suit your needs.

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  Remote Work Opportunities: Work from anywhere with the option for remote flexibility (European timezones)

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  Competitive Compensation: Receive a remuneration package that reflects your experience and expertise.

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  Exciting Growth Potential: Be part of a fast-growing SaaS company making an impact in the healthcare industry.

Who Are We?

Shaman is a leading sales content authoring platform tailored for Life Science companies, delivered as a Software-as-a-Service (SaaS) solution. Headquartered in the Netherlands, Shaman operates as a highly distributed organization with remote teams spanning three continents.