Customer Success Manager

About MasterControl:

MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit www.mastercontrol.com.

SUMMARY
As a Customer Success Manager at MasterControl, you will be responsible for ensuring new and existing Cloud customers derive maximum value from our solutions. Key objectives include retaining existing customers, driving product adoption, identifying expansion opportunities, and maintaining industry-leading retention rates. You will collaborate with cross-functional teams to address customer needs, resolve issues, and support complex implementations.

RESPONSIBILITIES
•    Retain existing customers and identify expansion opportunities.
•    Achieve high adoption rates and optimal product use to create value for clients.
•    Maintain industry-leading customer retention rates.
•    Coordinate product coaching and educational needs with Support and Services departments.
•    Ensure clients recognize the value of their MasterControl solutions.
•    Build strong relationships with key stakeholders and decision-makers.
•    Serve as the primary point of contact and escalation for customers.
•    Manage client renewals and mitigate churn risks.
•    Provide valuable feedback to Product Management to improve current solutions.
•    Develop a deep understanding of the product to effectively advise clients.

PREFERRED SKILLS
•    3+ years of B2B customer experience and working in Customer Success, Account Management, or similar roles.
•    Experience with SaaS applications and Life Sciences or regulated industries.
•    Familiarity with Salesforce or other CRM applications.
•    Knowledge of Quality Management processes for regulated industries.
•    Proven ability to manage strategic customer accounts and navigate complex client organizations.
•    Excellent analytical and communication skills.
•    Bachelor's degree or equivalent combination of education, experience, and training.
•    Proficient in Microsoft Office Suite.
 
PHYSICAL DEMANDS AND WORKING CONDITIONS
•    Ability to operate a computer and communicate effectively through various channels.
•    May require up to 25% travel.
Your role as a Customer Success Manager at MasterControl will be vital in ensuring our clients realize the full value of our solutions. By focusing on customer retention, product adoption, and identifying growth opportunities, you will contribute to the overall success of the company and help maintain our industry-leading position in customer satisfaction.

Why Work Here?

#WhyWorkAnywhereElse?

MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.

We work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?

MasterControl could be your next (and last) career move!

Here are some of the benefits MasterControl employees enjoy:

• Competitive compensation
• 100% medical premium coverage (yes, you read that right!)
• 401(k) plan with company match
• Generous PTO packages that increase with tenure
• Schedule flexibility
• Fitness clubs (you get paid to have fun and be active!)
• Company parties and employee recognition programs
• Wellness programs (free Fitbit, gym membership and athletic shoe reimbursements, etc.)
• Onsite physician and massage therapist
• Innovation center and gaming rooms at the office
• Dental/vision plans
• Employer paid life insurance policy
• Much, much more!

Applicants must be currently authorized to work in the United States on a full-time basis.

MasterControl is an Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact MCTalent@MasterControl.com or call (801) 942-4000 and ask to speak with a member of Human Resources.
Equal Opportunity Employer, including disability and protected veteran status