Customer Success Manager; At Scale

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 to monitor for 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 important work.

Scope of the Role:

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 opportunities for growth, identify risks, and to develop recommendations and solutions.

This role is central to driving high customer satisfaction, retention and lifetime value. It is supported by a robust tech stack that includes Churn Zero and the Pendo telemetry platform.

Duties and Responsibilities:

Customer Relationships & Engagement

• Build and maintain strong relationships with customers to drive long-term customer success and value.
• Engage with customers regularly, promoting and measuring customers’ engagement with the Distiller
  
  SR platform as a lever to 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.

Customer Account Growth

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

Customer Adoption and Retention

• Facilitate the onboarding of new customers, supporting customer change management initiatives to adopt Distiller
  
  SR.
• Monitor customer usage data and act upon it to coach more effective platform use.
• Proactively identify at-risk customers. Develop and implement retention plans, maintaining internal visibility through regular updates.
• Supplement the first line of support when necessary, helping customers resolve issues.

Trusted Partner

• 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, success criteria for getting value, and data.
• Collect key business and user insights, developing strategic plans and a long-term vision for customer accounts.
• Participate in client requirements-gathering workshops, documenting feedback.
• Advocate with DSR internal stakeholders for customer needs in product evolution.

Internal Platforms & Data Strategy

• Churn Zero Platform Ownership:
  Serve as the internal expert and administrator for Churn Zero:
• Manage and optimize health scoring, ensuring scores accurately reflect customer product adoption and business value realization.
• Design, build, and maintain automation, playbooks, and campaigns within Churn Zero to scale Customer Success efforts and drive specific customer behaviours.
• Ensure data integrity between Churn Zero and other business systems (e.g., Salesforce CRM, Maxio billing).
• Product Telemetry Analysis:
  Regularly analyze and interpret raw product usage data and telemetry…