Customer Success Manager (At Scale)

About us:

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. Founded in 2008, DistillerSR is the world’s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research.

DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market. At DistillerSR, we have three core values: Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world-leading solutions that power their important work.

Scope of the Role:

Our Customer Success Managers operate as business analysts, technologists, and information specialists. They advise our enterprise customers as they map their business requirements to comprehensive solutions using the DistillerSR platform. CSMs drive deep adoption and value creation for our customers and build trusted partnerships with them. The Customer Success team collaborates cross-functionally with other DistillerSR departments to identify opportunities for growth, identify risks, and to develop recommendations and solutions.

This role is central to driving high customer satisfaction, retention and lifetime value. It is supported by a robust tech stack that includes ChurnZero and the Pendo telemetry platform.

Duties and Responsibilities:

Customer Relationships & Engagement

• Build and maintain strong relationships with customers to drive long-term customer success and value.
• Engage with customers regularly, promoting and measuring customers’ engagement with the DistillerSR platform as a lever to account retention.
• Conduct regular ROI meetings with customers to assess value delivered and identify areas for improvement.
• Identify opportunities to engage with key accounts, prioritizing outreach and intervention based on triggers, health scores, and adoption gaps identified through ChurnZero and product telemetry.

Customer Account Growth

• Identify opportunities to increase platform usage.
• Identify customer expansion opportunities for action by the broader account team, specifically including the Account Executive.
• Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.

Customer Adoption and Retention

• Facilitate the onboarding of new customers, supporting customer change management initiatives to adopt DistillerSR.
• Monitor customer usage data and act upon it to coach more effective platform use.
• Proactively identify at-risk customers. Develop and implement retention plans, maintaining internal visibility through regular updates.
• Supplement the first line of support when necessary, helping customers resolve issues.

Trusted Partner

• Promote customer satisfaction through application of product knowledge and technical expertise.
• Recommend best-practice uses of DistillerSR based on understanding of the customer’s business, use cases, success criteria for getting value, and data.
• Collect key business and user insights, developing strategic plans and a long-term vision for customer accounts.
• Participate in client requirements-gathering workshops, documenting feedback.
• Advocate with DSR internal stakeholders for customer needs in product evolution.

Internal Platforms & Data Strategy

• ChurnZero Platform Ownership: Serve as the internal expert and administrator for ChurnZero:
• Manage and optimize health scoring, ensuring scores accurately reflect customer product adoption and business value realization.
• Design, build, and maintain automation, playbooks, and campaigns within ChurnZero to scale Customer Success efforts and drive specific customer behaviours.
• Ensure data integrity between ChurnZero and other business systems (e.g., Salesforce CRM, Maxio billing).
• Product Telemetry Analysis: Regularly analyze and interpret raw product usage data and telemetry to derive actionable insights on customer adoption, feature usage, and workflow friction points.
• Identify 'at-risk' customers and upsell opportunities based on data patterns.
• Create adoption reports and dashboards for internal stakeholders, translating product data into business impact.
• Tech-Touch Customer Success: Develop, implement, and refine scalable, digital Customer Success programs based on telemetry and customer-health data to nurture both low-touch and high-touch accounts.

Note: Duties are not limited to those listed above. Additional duties may be assigned as required. However, reasonable consultations with personnel will be made, if possible, under business conditions. Occasional travel may be required.

• Understanding of the SaaS Customer Success model, including concepts like Time-to-Value (TTV), Customer Health Score, and Net Revenue Retention (NRR).
• Proven hands-on experience and proficiency in ChurnZero (or similar Customer Success platforms like Gainsight, Catalyst, or Totango).
• Experience working with product telemetry/usage data to assess customer adoption and behavior.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Ability to present and communicate complex qualitative information/data in an easily understood format.
• Technically minded, with well-developed computer skills: comfortable using AI tools, and proficient with Microsoft Office and Google Workspace tools - including MS Word/Google docs, Excel/Google Sheets, PowerPoint/Google Slides, and Outlook/Gmail.
• Familiarity with data visualization and reporting using tools such as Looker or advanced Excel/Sheets.
• Bachelor's Degree from a recognized post-secondary institution and/or education and experience acceptable to DistillerSR.
• Minimum 3 to 5 years applicable work experience.
• Strong communicator, attentive listener.
• Adept relationship-builder with a positive attitude, confidence, tenacity, and trustworthiness.
• Excellent analytical, organizational and problem-solving skills with strong attention to detail.
• An outstanding ability to understand customer needs and tailor communications to those needs.
• Independent: Problem solver, proactive, thinks on their feet.
• Ability to establish positive relationships and become a trusted advisor.

Preferred Skills & Qualifications

• Background in life sciences, library sciences or bio sciences
• Experience using DistillerSR products
• Experience in working with customers to implement web-based applications
• Experience defining and documenting business processes and transaction flows
• Work experience with organizations in pharma, medical device, NFP’s and academic sectors, or governmental agencies
• Experience in a regulated industry
• Experience in software sales
• Experience in research projects or systematic reviews

Salary range: $65,456 to $91,275

Compensation is determined based on factors such as experience, skills, and overall fit for the role. If you’re excited about the opportunity but the listed salary range doesn’t fully align with your expectations, we still encourage you to apply. We’re open to discussing a competitive package that reflects your background and expertise.

We're a dynamic and innovative B2B SasS firm who leads in our market and we're looking for agile, growth-minded individuals who want to join and make a positive impact doing purposeful work. We offer:

• Flexible work hours and work arrangements
• Benefits coverage from Day One
• Annual winter holiday shutdown
• Three weeks vacation
• Wellness reimbursement
• Professional development support
• Career growth opportunities
• Great culture working in the heart of the Kanata North Tech Park

As part of our recruitment process, we may utilize artificial intelligence tools to support or assist the review of applications. These tools may help us identify candidates whose qualifications best match job requirements.

DistillerSR Inc. is committed to providing a respectful, welcoming, and inclusive work environment where every single employee can bring their full self to work, thrive, and be successful. Please let us know if you need any accommodation during the recruitment process.