Principal Customer Success Manager

Location: Hybrid

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week in accordance with Company policy.

About our Company:

Medidata: Powering Smarter Treatments and Healthier People

Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its groundbreaking technological innovations, Medidata has supported more than 33,000 clinical trials and 10 million study participants. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.comand follow us on LinkedIn, Instagram, and X.

About the Team:

The Principal Customer Success Manager is responsible for the ongoing satisfaction, adoption enablement, and outcomes realization for an assigned portfolio of complex Medidata Partner accounts. The Principal will work with Customer Success Management to ensure team best practices, policies, and customer-first initiatives are met. They act as internal champions to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include customer retention, advocacy, adoption, and growth for a defined portfolio of partners.

Responsibilities:

• Lead customer interactions in a manner that establishes credibility and trust as a business and thought partner
• Collaborate cross-functionally to lead partners through the Medidata customer journey to achieve strong customer satisfaction, platform adoption, and partnership success
• Maintain an effective account governance process in collaboration with Medidata and customer stakeholders
• Partner with each customer to define and track measurable success plans with clear outcomes; ensure cohesive communication across internal and customer audiences at all levels
• Serve as the Voice of the Customer within Medidata by providing customer feedback to the product team to inform the roadmap
• Collaborate cross-functionally to extend the reach and capability of the Customer Success team
• Use customer data to articulate the Medidata value and make recommendations for platform optimization and new product solutions
• Proactively identify customer risks and partner cross-functionally to recommend solutions and action plan to improve customer health
• Partner with Customer Success leadership to create programs and initiatives that will benefit the broader team

Qualifications:

• At least 15 years in customer success, sales, or services
• Bachelor's degree from an accredited university or college; MBA or similar a plus
• Life sciences or medical devices industry experience preferred
• Familiarity with clinical trial software or similar a plus
• Clinical trials expertise a plus
• Strong orientation toward problem solving with a systematic and managed approach
• Strong technical aptitude with an ability to understand SaaS and software business models
• Extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams
• Urgency in execution and tendency toward speed with ability to adapt and change
• Strong empathy for customers
• Excellent verbal/written communication and organizational skills
• Strong business acumen including experience working in a B2B environment
• Proven ability to influence through persuasion, negotiation, and consensus building
• Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results
• Strong executive presence
• Ability and willingness to travel up to 30%

The salary range posted below refers only to positions that will be physically based in the New York Metro Area. As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. Pay ranges for candidates in locations other than the New York Metro Area, may differ based on the local market data in that region. The base salary pay range for this position is $135,000 - 180,000.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, dental, life and disability insurance; 401(k) matching; flexible paid time off; and 10 paid holidays per year.

Note: Please be on the lookout for job scams. Medidata recruiters will never ask applicants for monetary compensation, credit card, or banking details.

Equal Employment Opportunity:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Applications will be accepted on an ongoing basis until the position is filled.

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Diversity

As a game-changer in sustainable technology and innovation, Medidata, Dassault Systèmes company, is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.