Customer Success Manager

Job description

The Role We’re looking for a Customer Success Manager (Implementation Lead) to drive successful deployments and long-term value for PAXAFE’s life sciences and logistics customers. This role is fundamentally project management–driven . You will lead complex, cross-functional implementations for pharmaceutical and biotech customers, ensuring integrations, data flows, and operational processes come together seamlessly. You’ll act as the central point of coordination across customer stakeholders, internal teams, and technical systems. You don’t need to be an engineer, but you should be technically fluent — comfortable working with APIs, integration workflows, and data structures — and able to bridge the gap between business, operations, and engineering. What You’ll Do Lead end-to-end customer implementations across PAXAFE’s platform (Command Center, Lane Qualification, Auto Product Release, Risk Intelligence), with a strong focus on timeline, scope, and delivery quality. Own project management responsibilities — building project plans, managing milestones, tracking risks, and ensuring accountability across internal and external stakeholders. Translate pharmaceutical and supply chain requirements into structured implementation plans, aligning system capabilities with operational workflows. Manage complex integration projects involving APIs, webhooks, IoT devices, and third-party systems (e.g., ERP, WMS, TMS, telematics). Act as the primary point of contact for customers during implementation and expansion phases — ensuring clarity, momentum, and trust. Drive ongoing customer programs as clients expand their control tower capabilities — managing new integrations, feature rollouts, and optimization initiatives. Partner closely with Product and Engineering to resolve blockers, refine requirements, and ensure scalable, high-quality deployments. Capture and operationalize customer feedback to influence product roadmap and improve implementation playbooks. Build repeatable processes and frameworks to scale implementations across a growing customer base. Support training, documentation, and enablement for both customers and internal teams. Who We’re Looking For 6-15 years of experience in Project Management, Customer Success, or Implementation roles within SaaS, pharma, or supply chain environments. Strong project management background — experienced in leading complex, multi-stakeholder implementations with clear structure and execution discipline. Domain experience in life sciences, pharma, biotech, or regulated supply chains is strongly preferred. Technical fluency — understands APIs, JSON, system integrations, and data flows; comfortable reviewing API documentation and using tools like Postman. Ability to translate between business and technical teams — ensuring alignment across operations, IT, and engineering. Experience working with enterprise customers and regulated environments (GxP, compliance-driven processes) is a strong plus. Highly organized and proactive — able to manage multiple workstreams and drive outcomes in a fast-paced environment. Comfortable working in a startup environment — adaptable, resourceful, and willing to build structure where it doesn’t yet exist. Why You’ll Love Working Here Mission-driven impact: Help ensure the safe, compliant delivery of life-saving therapies and critical products worldwide Project ownership: Lead high-visibility implementations with global pharmaceutical companies Growth phase: Join at a pivotal stage where you can shape how Customer Success and Implementation scale Collaborative environment: Work directly with Product, Engineering, and executive leadership Cutting-edge technology: LLMs & Agentic AI | Azure | Python | Prismatic | Supabase | PostgreSQL | IoT Remote-first flexibility: Work from anywhere (Central / Eastern US preferred) Strong compensation & benefits: Competitive salary, equity, five weeks PTO, full healthcare coverage Our Core Values Create Magic: Deliver elegant solutions that exceed customer expectations Own With Pride: Take accountability for outcomes and execution Navigate With Intent: Make clear, strategic decisions Think Deep, Act Fast: Balance thoughtful analysis with speed Enjoy the Journey: Celebrate progress and wins X-hibit Teamwork: Collaborate and support across teams Tackle With Empathy: Understand before solving PAXAFE is a pharmceutical logistics orchestration & decision intelligence SaaS platform that helps cold chain planning, logistics and quality teams consolidate their transportation data agnostically, digitize and automate product quality and lane qualification decisions, and operationalize prescriptive recommendations in the transportation network. ​ Acting as the cold chain trust layer whose mission is to drive towards zero transportation waste, PAXAFE works with cold chain manufactures and service providers to reduce product loss, improve operational efficiencies and make more informed decisions in real-time. PAXAFE's vision is to become the backend intelligence infrastructure that powers every temperature, time and value-sensitive shipment in the world. PAXAFE is backed by great VCs (Framework Venture Partners, Ubiquity Ventures, Venture53, RoseCliff Ventures, etc.) and CVCs (Microsoft M12, Northwestern Mutual, Greenlight Re)