Enterprise Customer Success Manager
Condor
Condor Software, Inc. Enterprise Customer Success Manager Remote · Full time Company website
Condor Software is seeking an Enterprise Customer Success Manager to own and grow relationships with our largest and most sophisticated biopharma customers. This is a high-impact role at the center of how Condor becomes embedded in our customers’ operations and finance, where long-term success is defined by trust, outcomes, and expansion. As the primary post-implementation owner of the customer relationship, you will partner closely with senior leaders across finance, accounting, FP&A, and R&D to ensure Condor delivers measurable business impact. You will help customers operationalize new ways of working, ensure critical workflows are running smoothly, and guide expansion as Condor becomes increasingly central to their organization. This role requires comfort operating at the executive level and credibility as a domain expert. You will be expected to speak fluently about clinical trial finance, forecasting, and operational complexity, and to be viewed by customers as a strategic partner, not a traditional account manager. You will proactively identify risks and opportunities, align Condor’s roadmap with customer priorities, and turn adoption into long-term partnership. This is a strategic, client-facing role focused on retention, expansion, and building durable enterprise relationships in a category-defining company.
About Condor Software, Inc.
Description
Key Responsibilities
Client Ownership and Relationship Management
- Own the overall health, retention, and growth of assigned enterprise customer accounts.
- Build trusted, long-term relationships with senior stakeholders across finance, accounting, FP&A, and R&D organizations.
- Act as the primary escalation point for customer needs, ensuring issues are resolved quickly and professionally.
- Develop a deep understanding of each customer’s clinical portfolio, financial workflows, and strategic priorities.
Value Delivery and Adoption
- Drive adoption of Condor across accounting and FP&A use cases, ensuring customers realize measurable value from the platform.
- Partner with customers to define success metrics and track progress against agreed outcomes.
- Proactively identify risks to adoption or satisfaction and implement mitigation plans to prevent churn.
- Ensure customers are using Condor in a way that aligns with audit readiness, governance, and best practices.
Executive Engagement and QBRs
- Plan and lead executive-level Quarterly Business Reviews that clearly articulate value delivered, adoption trends, and forward-looking opportunities.
- Translate platform usage and financial outputs into business-relevant insights for finance and R&D leadership.
- Serve as a strategic thought partner to customers on clinical trial accounting and FP&A trends and best practices.
Expansion and Growth
- Identify and qualify expansion opportunities across additional trials, programs, and functional use cases.
- Partner closely with Sales, Professional Services, and Product teams to support upsell and cross-sell motions.
- Help customers build internal business cases for expanding Condor’s footprint across their organization.
Cross-Functional Leadership
- Collaborate with Professional Services to ensure smooth handoffs from implementation to steady-state success.
- Work closely with Product to relay customer feedback, emerging needs, and enterprise requirements.
- Contribute to the development of customer success playbooks, health scoring models, and best practices.
Required Skills & Experience
Domain and Industry Expertise
- Bachelor’s degree in Finance, Accounting, Life Sciences, or a related field. Advanced degree or CPA preferred.
- 8 or more years of experience in customer success, consulting, finance, accounting, or a related client-facing role.
- Strong working knowledge of clinical trial accounting and FP&A concepts, including accruals, forecasting, budgeting, and variance analysis.
- Direct experience working with or supporting biopharma organizations, CROs, or life sciences technology platforms.
Customer Success and Executive Engagement
- Proven experience managing enterprise accounts with complex stakeholder environments.
- Comfort engaging with senior finance, FP&A, and clinical executives as a trusted advisor.
- Demonstrated ability to run effective QBRs, measure account health, and drive retention and expansion.
- Strong judgment and communication skills, with the ability to navigate sensitive conversations around value, performance, and renewal.
Technical and Analytical Skills
- Ability to interpret financial data, platform usage metrics, and customer KPIs to assess health and identify risks or opportunities.
- Experience working with enterprise software platforms, ideally in finance or life sciences.
- Strong organizational skills with the ability to manage multiple high-touch enterprise accounts simultaneously.
Personal Attributes
- Executive presence and professionalism that earns credibility with sophisticated biopharma customers.
- Client-first mindset with a bias toward proactive problem-solving and value creation.
- High standards for quality, follow-through, and accountability.
- Comfortable operating in a fast-growing, high-expectation environment with enterprise customers.
What We Offer
- Competitive compensation and meaningful equity participation
- Comprehensive employee benefits, including 100% company-paid health, dental, vision, and life insurance
- 401(k) plan with a 3% company match that vests immediately
- Unlimited PTO
Condor is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.