Overview
As a Scaled Customer Success Manager at MasterControl, you'll work closely with our new and existing Cloud customers to ensure that they are realizing the full value from their MasterControl solutions. Creative, energetic and self-driven, you learn everything you can about your accounts, their purchased solutions, key stakeholders, users, and industries to be the voice of your assigned clients. You will manage a shared book of business with other Customer Success Managers at different stages of the customer lifecycle to ensure renewals and opportunities to expand usage of MasterControl solutions. You will work collaboratively with teams across Sales, R&D, Accounting, Services, and Support to maximize value for clients and resolve barriers to renewal and expansion. You will play a key role in maintaining industry-leading retention rates through high platform adoption and sustained ROI. You will engage on complex implementations, escalations, and expansion efforts throughout the customer lifecycle.
This is a 12 month temporary fixed-term contract role starting July 2026.
Responsibilities
- Primarily responsible for ensuring retention of existing customers and identifying expansion opportunities
- Create value for clients by ensuring high adoption rates and optimal use of MasterControl products
- Grow the value of MasterControl by maintaining industry-leading retention of customer accounts
- Coordinate product coaching and educational needs for customers with Support and Services departments
- Ensure clients recognize the intended value of their MasterControl solutions and are highly referenceable
- Build strong relationships with key stakeholders and decision makers at customer accounts; maintain a pulse on issues and growth opportunities
- Be the primary point of contact and escalation point for customers
- Responsible for client renewals and churn risk mitigation
- Provide valuable feedback to Product Management to help shape future solutions
- Maintain a deep understanding of the product and act as an effective consultant/advisor
- Advocate the needs of the client internally at MasterControl
- Conduct regular account reviews with customer stakeholders, decision makers, and executives
- Identify and communicate expansion opportunities to Sales
- Manage customer account information (contacts, system administrators, products in use, executive contacts, product champions) in Salesforce
- Collaborate with R&D and Support on enhancement requests and defects, communicating status to clients as needed
Skills & Experience
- Works closely in a highly collaborative, team-based environment
- Shares a book of business with a team of Customer Success Managers
- Self-motivated with team-based objectives and key results
- Ability to create and implement processes that deliver scalable success for a global client base
- Adaptable to change, receptive to feedback, and quick to iterate
- Ability to communicate with a global client base
- Flexible in job responsibilities
- Ability to think creatively to solve problems at scale
- Strong attention to detail, prioritization, and time management
- Ability to build strong internal partnerships
- Strong organizational skills and time management
- Ownership and accountability to follow through on tasks
- Positive, collaborative attitude
- Ability to analyze data across a book of business; read trends; communicate at scale and tailor communications as needed
Basic Qualifications & Requirements
- 3+ years of experience working directly with customers in a B2B environment
- 3+ years in a Customer Success, Account Management, or similar role
- Experience with SaaS applications
- Experience in Life Sciences or regulated industries is a bonus
- Experience with Salesforce or other CRM applications
- Working knowledge of Quality Management processes for regulated industries is a bonus
- Proven ability to manage strategic customer accounts
- Proven ability to navigate complex client organizations and build strong relationships at all levels
- Experience resolving escalations through coordination of deliverables from internal teams
- Strong analytical and communication skills; ability to provide clear guidance via email, phone, or in person
- Able to switch contexts efficiently between customer emails, product demos, and discussions with the product team
- Bachelor’s degree or equivalent combination of education, experience, and training
- Experience presenting to groups and one-on-one
- Proficient in Microsoft Office Suite
- Demonstrated communication skills, including effective verbal and written communication
Additional Requirements
- Position may require some travel
Why Work Here?
MasterControl is a place where exceptional teams come together to do their best work. We value hiring exceptional teams and foster a culture of intelligent, motivated, and collaborative colleagues. We call it #TheBestTeamOnThePlanet. We support skill development, recognize contributions, encourage professional growth, and offer a distinctive culture. MasterControl could be your next (and last) career move.
Benefits
- Competitive compensation
- Schedule flexibility
- Fitness/Wellness programs
- Company parties and employee recognition programs
- Much more
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 to access or use this online application process, you may contact MCTalent@MasterControl.com or call (801) 942-4000 and ask to speak with Human Resources. Equal Opportunity Employer, including disability and protected veteran status.
#J-18808-Ljbffr