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Position: Customer Success Manager (Full Time Contract-to-Hire) 

Reports to: Head of Success and Innovation Group 

Location: Remote (Headquarters in Boston and San Francisco) 

At GxSpeed, our mission is to bring innovative solutions and life-saving therapies to people faster. By blending strategic execution, technological innovation and operational excellence, we optimize our clients’ operations to drive down unit economics and accelerate growth.  As a forward-thinking company, we are committed to driving change and making a significant impact on the life sciences ecosystem. 

As we continue to expand, we’re looking for passionate and driven professionals to join our team. This is an exciting opportunity to work in a fast-paced, entrepreneurial environment and directly contribute to the growth and success of the firm. 

Position Overview: 

We are seeking a proactive and resourceful Customer Success Manager (CSM) to join our team as the first hire in the Customer Success organization. This individual will be instrumental in supporting the execution of the customer journey and fostering strong client relationships. They will also serve as a critical link between our customers and the product team, ensuring insights are effectively communicated to drive meaningful outcomes. 

The ideal candidate will have experience in UX/UI, user research, and creating user stories, enabling them to capture and translate customer needs into actionable insights. This role requires close collaboration with cross-functional teams to execute on customer success strategies and ensure our solutions deliver maximum value. 

Key Responsibilities: 

• Support Execution of the Customer Journey 
• Implement and maintain processes outlined in the customer success playbook, including onboarding, adoption, optimization, and retention activities. 
• Monitor customer health metrics (e.g., satisfaction, adoption rates, time-to-value) and escalate potential risks or opportunities to leadership.   
• Conduct user research, interviews, and surveys to understand customer needs and challenges. 
• Develop user stories and detailed requirements to inform the product team’s development efforts. 
• Organize and synthesize customer feedback into actionable insights and maintain a feedback repository.  
• Act as the primary point of contact for assigned clients, fostering trust and alignment with their goals. 
• Communicate client needs and priorities clearly to internal teams to ensure expectations are met. 
• Identify opportunities for case studies or testimonials to highlight customer success stories.  
• Work closely with Product Managers and UX/UI teams to ensure customer insights inform product development and prioritization. 
• Participate in roadmap discussions and product reviews to advocate for customer needs and expectations. 
• Support testing and validation efforts by coordinating customer involvement and feedback during product development cycles. 
• Assist in maintaining customer success tools, tracking metrics, and preparing reports to inform strategic decisions. 
• Contribute to refining customer success processes and playbooks to align with organizational goals. 
• Ensure seamless communication between customers, the Customer Success team, and the Product Organization. 

Qualifications & Skills: 

• Bachelor’s degree in Business, Design, Psychology, or a related field (Master’s preferred but not required). 
• 3+ years in customer success, product management, UX/UI design, or a related field. 
• Proven ability to conduct user research and translate findings into actionable user stories and product requirements. 
• Experience collaborating with product development teams and managing client relationships. 
• Strong understanding of UX/UI principles and experience in user-centered design practices. 
• Excellent communication and interpersonal skills to build rapport with clients and internal teams. 
• Analytical mindset with the ability to interpret customer data and provide actionable recommendations. 
• Detail-oriented and organized, with a proven ability to manage multiple priorities effectively. 
• Familiarity with customer success platforms (e.g., Gainsight, Totango) and project management tools (e.g., Jira, Trello). 
• Proficiency in UX/UI tools (e.g., Figma, Sketch) and research platforms (e.g., Qualtrics, UserTesting). 

What We Offer: 

• An innovative and quickly-growing company with significant opportunities for professional growth. 
• Access to cutting-edge tools, technologies, and resources to support your professional development. 
• The opportunity to work on impactful products and services that improve healthcare outcomes and accelerate Life Sciences innovations. 
• Competitive salary based on experience, with performance-based incentives and the opportunity to transition into a permanent, full-time role after the contract period. 
• Enjoy the benefits of a flexible work environment, with remote work options and the ability to manage your work schedule. 

At GxSpeed, you will have the opportunity to work with a diverse and talented team of professionals on cutting-edge projects in the Life Sciences space. You will be part of a company that values innovation, continuous learning, and growth. We offer a dynamic and supportive environment where your contributions will have a direct impact on our success and the success of our clients.  

If you’re a strategic, results-driven CSM who thrives in a collaborative, fast-paced environment, we’d love to hear from you! 

Email your resume to kelly.protasewich@gxspeed.com if you are a good fit for this role.

GxSpeed is an equal opportunity employer and is committed to creating a diverse environment. We encourage individuals of all backgrounds to apply.