Customer Success Manager (Mat Leave Cover- 12 month FTC)
About MasterControl:
MasterControl is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit www.mastercontrol.com.
SUMMARY:
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 Manager’s with those accounts at different stages of the customer lifecycle to ensure they are renewing their contracts and looking for opportunities to expand their use of MC solutions.
You will work collaboratively with your team and with colleagues across the company in Sales, R&D, Accounting, Services, and Support to help maximize the value our clients get from using MasterControl and to resolve any barriers to them renewing and expanding. You will be responsible for ensuring that we maintain our industry leading retention rates with your assigned accounts through a focus on high adoption of our platform and a high and sustained ROI. You will be on the front lines working with teams during complex implementations, escalations, and expansion efforts throughout the lifetime of the customer.
This is a 12 month temporary fixed term contract role starting July 2026
RESPONSIBILITIES:
- 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
- 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
- Make sure we have highly referenceable clients by ensuring they are recognizing the intended value of their MasterControl solutions
- Build strong relationships with key stakeholders and decision makers at customer accounts and have a strong 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, innovative, and well-thought thorough feedback to Product Management, to help build the next generation of revenue-producing applications and adapt current solutions to meet customer needs
- Maintain a deep understanding of the product and be an effective consultant/advisor, helping clients maximize the use of MasterControl solutions
- Be the voice of the client and advocate their needs internally at MasterControl
- Conduct regular account reviews with customer stakeholders, decision makers, and execs
- Identify and communicate expansion opportunities to Sales
- Manage customer account information including contacts, system administrators, products in use, executive contacts, and product champions inside of Salesforce
- Work closely with R&D and Support on identification and tracking of enhancement requests and defects, and effectively communicate status back to clients as needed
SKILLS & EXPERIENCE:
- Works closely on a highly collaborative and team-based environment
- Will share a book of business with a team of Customer Success Managers
- Intrinsically motivated on team based shared objectives and key results
- Can create and implement new processes and procedures that allow the team to deliver success at scale to our shared global client base
- Adaptable to change, receptive to feedback, and quick to iterate as needed
- Ability to communicate with a global client base
- Flexible in your job responsibilities
- Ability to think outside the box to solve problems at scale
- Strong attention to detail, prioritizing time, and tasks
- Ability to create strong internal partnerships
- Strong organization skills and ability to manage time effectively
- Take ownership and accountability to follow through on tasks and responsibilities
- Positive attitude that fosters a constructive and collaborative work environment
- Analyze data across a book of business, read trends, and action and communicate at scale and segmenting and targeting communication strategies as needed
BASIC QUALIFICATIONS & REQUIREMENTS:
- 3+ years of experience working directly with customers in a B2B environment
- 3+ years of experience working 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 and strategic relationships at all levels of the organization
- Experience in resolving escalations through coordination of deliverables from internal teams
- Great analytical and communication skills - you're able to provide clear and concise guidance through emails, over the phone, or in person
- Able to efficiently switch contexts from responding to customer emails, to giving a product demo, to meeting with the product team about an upcoming feature
- A bachelor’s degree or equivalent combination of education, experience, and training that provides the required knowledge, skills and abilities
- Experience presenting both to groups and one-on-one
- Proficient in Microsoft Office Suite
- Demonstrated communication skills
- Demonstrated ability to communicate effectively over the phone and in person
ADDITIONAL REQUIREMENTS:
Position may require some travel
Why Work Here?
#WhyWorkAnywhereElse?
MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.
We work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?
MasterControl could be your next (and last) career move!
Here are some of the benefits MasterControl employees enjoy:
- Competitive compensation
- Schedule flexibility
- Fitness/Wellness clubs (you get paid to have fun and be active!)
- Company parties and employee recognition programs
- Much, 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 or unable to access or use this online application process and need an alternative method for applying, you may contact MCTalent@MasterControl.com or call (801) 942-4000 and ask to speak with a member of Human Resources.
Equal Opportunity Employer, including disability and protected veteran status.