Customer Success Manager

About Us

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there's a literature review. At Distiller

SR Inc., we're changing the way that scientific research is conducted. Founded in 2008, Distiller

SR is the world's leading AI‑enabled workflow automation and evidence management platform for streamlining the production of critical literature‑based health research.

Distiller

SR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life‑changing product research, prepare regulatory submissions and monitor safety issues with medical products once in market. At Distiller

SR, we have three core values:
Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world‑leading solutions that power their work.

Our Customer Success Managers operate as business analysts, technologists, and information specialists. They advise our enterprise customers as they map their business requirements to comprehensive solutions using the Distiller

SR platform. CSMs drive deep adoption and value creation for our customers and build trusted partnerships with them. The Customer Success team collaborates cross‑functionally with other Distiller

SR departments to identify growth opportunities, assess risks, and develop recommendations and solutions. This role is central to driving high customer satisfaction, retention, and lifetime value, supported by a robust tech stack that includes Churn Zero and the Pendo telemetry platform.

• Build and maintain strong relationships with customers to drive long‑term success and value
• Engage with customers regularly, promoting and measuring their engagement with the Distiller
  
  SR platform to support account retention
• Conduct regular ROI meetings with customers to assess value delivered and identify areas for improvement
• Identify opportunities to engage with key accounts, prioritizing outreach and intervention based on triggers, health scores, and adoption gaps identified through Churn Zero and product telemetry

• Identify opportunities to increase platform usage
• Identify customer expansion opportunities for action by the broader account team, including the Account Executive
• Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes

• Facilitate onboarding of new customers and support change management initiatives to adopt DistillerSR
• Monitor customer usage data and coach more effective platform use
• Proactively identify at‑risk customers, develop and implement retention plans, and maintain internal visibility through regular updates
• Supplement the first line of support when necessary, helping customers resolve issues

• Promote customer satisfaction through application of product knowledge and technical expertise
• Recommend best‑practice uses of Distiller
  
  SR based on understanding of the customer's business, use cases, and success criteria
• Collect key business and user insights, developing strategic plans and a long‑term vision for customer accounts
• Participate in client requirements‑gathering workshops and document feedback
• Advocate with internal stakeholders for customer needs in product evolution

Note:

Duties are not limited to those listed above. Additional duties may be assigned as required, with reasonable consultations. Occasional travel may be required.

• Understanding of the SaaS Customer Success model, including concepts like Time‑to‑Value (TTV), Customer Health Score, and Net Revenue Retention (NRR)
• Ability to present and communicate complex qualitative information/data in an easily understood format
• Technically minded with well‑developed computer skills: comfortable using AI tools and proficient with Microsoft Office and Google Workspace tools, including Word/Docs, Excel/Sheets, PowerPoint/Slides, and Outlook/Gmail
• Familiarity with data visualization and reporting using tools such as Looker or advanced Excel/Sheets
• Ba…