Manager, Customer Success
This is a high-impact leadership role at a mission-critical SaaS company helping life sciences organizations maintain compliance. You will lead an East Coast team to drive retention and expansion while refining the customer journey through data-backed playbooks. It is an ideal opportunity for a seasoned CS manager who wants to combine people leadership with strategic operational design.
Qualio
New York City, New York, United States · Posted 16 April 2026
The role
Overview
The hiring side
About Qualio
Qualio is a mid-sized employer working in healthtech / saas, based in New York City, New York, United States.
HealthTech / SaaS
Medium
New York City, New York, United States
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Research QualioWhat they need
Requirements & Skills
Key Responsibilities
- Mentor and hold a team of CSMs accountable to high performance standards
- Develop and optimize engagement strategies to boost customer retention and NRR
- Analyze customer data to identify success patterns and areas for improvement
- Collaborate with Sales and Product teams to ensure a unified customer experience
- Handle high-level escalations to protect key account relationships
Essential
- Minimum of 6 years of experience in SaaS Customer Success Management
- At least 4 years of direct people management experience leading CS teams
- Demonstrated history of achieving Gross Retention Rate (GRR) and Net Retention Revenue (NRR) goals
- Residency on the East Coast of the United States
- Experience building and scaling repeatable CSM playbooks
- Proficiency in using data analytics to monitor team performance and customer health
Preferred
- Experience within the life sciences, medtech, or biopharma industries
- Previous experience working in a high-growth, remote-first startup environment
- Familiarity with ISO and FDA compliance standards
Key Skills
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People to Know
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Perks
Benefits & perks
- Competitive base salary
- 401k matching program
- Comprehensive Medical, Dental, and Vision insurance
- Flexible Spending Accounts (Health and Dependent Care)
- Short-term and Long-term Disability coverage
- Basic and Voluntary Life Insurance
- Unlimited Paid Time Off (PTO)
- Home office supply stipend
- 12 weeks of paid parental leave
- Remote-first work culture
Next step
Apply now
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