Customer Success Manager

Sitero

Customer Success Manager responsible for long-term client relationships and revenue growth at Sitero. Overseeing onboarding, collaboration, and customer satisfaction initiatives.

Posted 5/5/2026full-timeMarkham • 🇨🇦 CanadaMid-LevelSenior💰 CA$90,000 - CA$100,000 per yearWebsite

About the role

Key responsibilities & impact

Work within a defined territory to generate and qualify new leads and opportunities
Research and develop a plan for breaking into your assigned territory
Partner closely with marketing on GTM strategy
Build trusted relationships with prospective customers, understand their needs and recommend the right Sitero solutions/products
Meet and surpass your sales goals
Attend conferences and represent Sitero's Clinical and eClinical products
Drive efforts for customer expansion by identifying opportunities for upselling and cross-selling
Identify growth possibilities within existing accounts and formulate strategies to enhance customer lifetime value
Support management of RFIs/RFPs, vendor qualifications and audits for existing accounts
Manage all procurement activities: PO’s, change orders, amendments, MSA renewals etc.
Oversee the onboarding process for customer base, ensuring a smooth and efficient implementation of Sitero working closely with the implementation and delivery teams to maximize Sitero's impact and delivering undisputable operational impact
Collaborate closely with other departments, such as sales, marketing, product management, delivery, and support, to ensure seamless customer experience
Share customer insights, feedback, and success stories to contribute to product development, marketing initiatives, and overall company strategy
Ensure appropriate internal stakeholders are engaged in issue resolution
Serve as point of contact with customer on escalated issues
Gather formal customer feedback and Customer Satisfaction (CSAT) scores
Escalate identified issues and facilitate issue resolution to ensure CSAT objectives are achieved
Accountable for client finances including PO’s. Identifies and pursues opportunities for organic growth within the customer portfolio
Supports service delivery with client budgets and invoices particularly as it relates to issue resolution including invoicing issues and contract overages
Accurately forecast bookings and revenue to ensure performance against financial targets within the CRM tool

Requirements

What you’ll need

Minimum of 5 years working for a Contract Research Organization (CRO), Life Sciences technology company or Pharmaceutical / Biotech organization is required
Previous experience as a CRA, CTM, or in Clinical Operations is strongly preferred
Previous experience in outside Business Development, Account Management or related sales / commercial role is preferred
4 -year degree from an accredited college is required
Strong interpersonal, communication, and presentation skills
Self-starting takes initiative. Highly organized, collaborator attitude and personality
Strong knowledge and experience of sales databases such as Salesforce, pipelining, and cold calling to create new business
Must be willing to travel up to 50% of the time. May involve significant driving/flying to manage the territory

Benefits

Comp & perks

competitive salary
Variable commission pay
paid time off
healthcare and retirement benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

saleslead generationcustomer relationship managementupsellingcross-sellingprocurement managementfinancial forecastingRFI managementRFP managementcustomer satisfaction

Soft Skills

interpersonal skillscommunication skillspresentation skillsinitiativeorganizational skillscollaborationproblem-solvingcustomer insightsfeedback gatheringissue resolution

Certifications

4-year degree