MasterControl is seeking a Customer Success Manager for a 12-month temporary/contract role starting July 2026. In this role, you will work closely with new and existing Cloud customers to ensure they realize the full value from their MasterControl solutions. You'll manage a shared book of business with other Customer Success Managers, focusing on contract renewals and expansion opportunities while collaborating across Sales, R&D, Accounting, Services, and Support.
What You'll Do
- Primarily responsible for ensuring retention of existing customers and identification of expansion opportunities.
- Create value for clients by ensuring high adoption rates and optimal use of MasterControl products.
- Coordinate product coaching and educational needs for customers with Support and Services departments.
- Build strong relationships with key stakeholders and decision makers at customer accounts.
- Be the primary point of contact and escalation point for customers.
- Manage client renewals and churn risk mitigation.
- Maintain a deep understanding of the product and serve as an effective consultant/advisor.
- Conduct regular account reviews with customer stakeholders, decision makers, and executives.
- Identify and communicate expansion opportunities to Sales.
- Manage customer account information inside Salesforce.
- Work closely with R&D and Support on enhancement requests and defects.
- Must be willing to work EMEA/UK hours.
What We're Looking For
- 3+ years of experience working directly with customers in a B2B environment.
- 3+ years of experience in a Customer Success, Account Management, or similar role.
- Experience with SaaS applications.
- Experience in Life Sciences or regulated industries.
- Experience with Salesforce or other CRM applications.
- Working knowledge of Quality Management processes for regulated industries.
- Proven ability to manage strategic customer accounts and navigate complex client organizations.
- Experience in resolving escalations through coordination of deliverables from internal teams.
- Strong analytical and communication skills.
- Able to efficiently switch contexts from responding to customer emails.
Technical Stack
- Salesforce
Team & Environment
You will work closely on a highly collaborative and team-based environment, sharing a book of business with a team of Customer Success Managers.
We value individuals who are intrinsically motivated on team-based shared objectives, adaptable to change, receptive to feedback, quick to iterate, and bring a positive attitude that fosters a constructive and collaborative work environment.
