Customer Success Operations Jobs in New York

Job Type: Full-Time, Permanent
Job Location: Remote US with some travel
Reports to: VP, Customer Success
Compensation: $90,000 - 100,000 USD OTE

About us:
ACTO is an AI-powered Intelligent Field Excellence (IFE) platform built for Life Sciences that helps Sales, Marketing, and Medical teams improve customer engagement and brand performance by turning field professionals into “Masters of the Message” who engage HCPs and their support teams with authority and impact. With ACTO, biopharma companies can ensure field professionals are always competent, confident, and credible, delivering the right message to HCPs in face-to-face interactions, while providing senior leaders and frontline managers with the insight they need to drive continuous field force effectiveness. For more information on ACTO for Life Sciences, visit https://acto.com (https://acto.com).

Role Summary:
As a Customer Success Manager, you will be part of ACTO’s growing Customer Success Team managing enterprise and mid-market clients. Your main responsibility will be to build strategic relationships with Executive Stakeholders, success and retention of his clients and additionally the health of each account. You will be responsible for the client journey with ACTO by providing them with proactive guidance, recommendations, best practices, platform training and provide strategic support to implementation specialists on any implementations.
Mission: To become the trusted advisor to the relationship while focusing on the success, retention and growth of each of your client accounts.

Responsibilities:

• Own and manage the growing client base of ACTO enterprise and mid-market accounts including some of the world’s leading organizations in the Pharmaceutical/Medical Devices industries focusing on increasing adoption, customer retention, and customer satisfaction
• Develop a Customer Success strategy for your clients, and successfully onboard new clients, assist to realize value, run executive business reviews and ensure client renewals/growth
• Develop adoption strategy with your customers to drive increase in usage and engagement
• Work with Services team to effectively Onboarding Customers, Train Admins and map out and execute implementation strategy
• Use AI and AI tools to support day to day work, continually improve performance and augment tasks
• Completely immerse yourself and build mastery in ACTO’s mobile solution, business model, and guide clients on best practices to optimize the consumption of ACTO releases (e.g. governance and change management)
• Partner with Onboarding Consultants and Account Executives to ensure successful deployment and engagement with ACTO
• Consult with clients on their internal learning and development strategy and challenge leaders to drive change across their organization
• Develop detailed account plans and manage in conjunction with cross functional teams on an ongoing basis to manage renewals and identify upsell opportunities for each account
• Deliver Executive Business Reviews to senior leaders and key stakeholders to demonstrate ACTO’s value, drive Account Plan execution, and identify upsell opportunities
• Utilize Salesforce, Replicon, and a variety of customer success, productivity, and AI-powered platforms to manage accounts, streamline workflows, and support data-driven decision-making
• Play an integral role as the voice of the client by creating a customer feedback loop with product management to surface client requests and help translate client feedback into product requirements
• Collaborate with the Marketing team to educate clients on new product features/releases by running Webinars, Email Campaigns, and User Meet-ups. In addition, grow customer advocacy initiatives such as case studies, references, customer testimonials, etc.

Recommended Experience:

• Minimum 2 years of experience in a customer success and/or program management role
• Ideal candidates will have worked with customers/vendors on large-scale projects
• Managed large-scale projects and held customers/vendors accountable on timelines, budget, and deliverables
• Worked with enterprise level clients on challenging projects
• Familiarity with and interest in AI tools
• Life-sciences experience preferred
• Bachelor's Degree or Equivalent

What you’ll enjoy about ACTO:

• Industry-leading, multiple award-winning technology
• Competitive compensation package
• Being part of a mission driven organization with the ability to drive solutions that focus on improving patient outcomes
• Results-driven and collaborative culture that prioritizes employee development and growth
• Remote work with opportunities for in-person collaboration and company travel
• Company MacBook
• Budget for work-from-home set-up
• Monthly work-from-home allowance
• Participation in group benefits plan
• Participation in 401K
• Flexible PTO

At ACTO we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process.
We may use AI-powered tools during parts of our hiring process to help review applications and support candidate communication. These tools are designed to assist our team, but all final hiring decisions are made by human recruiters and hiring managers. If you have any questions or concerns about this process, please let us know.
We thank everyone for their interest in ACTO, only those applicants that have been selected for an interview will be contacted.