Customer Success Manager

Job description

Who We Are DrugBank is the normalized intelligence layer that enterprise biopharma runs on: 20 years of curated biomedical knowledge, structured for scale. We connect and harmonize fragmented scientific data — 156 million structured data points spanning drugs, targets, diseases, and trials — so teams can move from discovery to delivery with speed and confidence. DrugBank is embedded in 9 of the top 20 global pharma companies and used by more than 21 million people worldwide. We're a fast-moving, Edmonton-based B2B startup. Everyone pitches in, everyone sees the direct impact of their work, and we're continuously investing in new tools and processes that let our Customer Success team operate at scale without losing the personal touch. The Role We're looking for a Customer Success Manager to cover a maternity leave for a fixed term of at least 12 months . This role owns the full CSM lifecycle — onboarding, ongoing engagement, and renewal management — for a portfolio of DrugBank accounts. This is a scaled Customer Success seat: rather than a traditional one-to-one book of business, you'll manage a pooled portfolio — by working through modern tools, templates, and automation that handle the repetitive groundwork. That means pulling account data, drafting materials, and surfacing recommendations happen efficiently, so you can focus your time on judgment calls, relationship-building, the conversations that actually move an account forward and collaborating with other teams such as product, engineering, marketing and sales. You'll review and sign off on everything before it reaches a customer, and you'll shape how these tools and workflows keep improving over time. You'll put the customer first, hold your process accountable for accuracy and consistency, and use the time scale afforded to you to go deeper on the accounts and relationships that need it most. What You'll Do The Customer Success Manager will: Onboarding Own implementation: kickoff through go-live for assigned accounts Use available tools and templates to prep kickoff materials and comparable account timelines efficiently, then verify accuracy and tone before anything goes to a customer. Confirm decision-makers, goals, and success metrics on kickoff calls, and keep each account's profile and stakeholder mapping current as you learn more. Track time-to-value and effort rating for each account, and adjust the plan when either signals risk. Engagements Run engagement touch points on the right cadence for each account tier Use usage summaries and health-score data to walk into every call prepared, rather than building reports from scratch each time. Review and finalize check-in agendas, recap emails, and QBR materials before they reach a customer, adjusting for tone, context, and relationship history. Decide which risks need a real conversation versus a lighter-touch nudge, and own the escalation when it's the former. Capture customer feedback and route it to product, translating usage patterns into the qualitative story stakeholders need to hear. Renewal management Run the renewal cadence for your book of accounts. Catch renewal risk early — usage decline, open tickets, contract terms — update internal tools accordingly, and prepare renewal materials, personalizing them before each customer conversation. Own the actual renewal conversation and negotiation — read the room and make the call based on the full relationship, not just the data. Confirm renewals, and partner with the Account Manager on expansion opportunities identified from goal-attainment and usage data. Operating at scale Work efficiently across a larger, pooled portfolio — in the spirit of the 1:many CSM model — by making full use of the team's tools, templates, and reporting, without cutting corners on quality. Act as the final check on anything customer-facing: you are accountable for what goes out under your name, regardless of how it was drafted. Identify recurring gaps or inefficiencies in the current workflow and flag them to CS Operations so the process keeps improving. Stay curious about new tools and approaches that help the team scale, and adopt what works. About You You can legally work in Canada. You’re available for a fixed-term contract of at least 12 months. You have 1-2+ years of experience in a customer-facing role such as Customer Success, Account Management, or Onboarding. More experience is a real asset, but we're prioritizing coachability, curiosity, and comfort learning new tools and processes over tenure. You’re comfortable managing a larger portfolio by working efficiently through tools, templates, and processes — not just by working longer hours. You are comfortable adopting new tools and technology quickly as a team's workflow evolves. You have experience with CRM tools; HubSpot experience is a plus. You have strong written communication — you can tell in seconds whether something is customer-ready. You can manage a portfolio of accounts across different tiers, priorities, and time zones. You’re detail-oriented and self-directed, with a track record of holding both a process and yourself accountable for accuracy. You are comfortable in a fast-paced, ambiguous startup environment. Bonus Experience managing a high-volume portfolio in a scaled (1:many) customer success model, or genuine enthusiasm for that way of working — digital-first engagement, lifecycle campaigns, tech-touch programs. Prior experience in pharma, biotech, or healthtech data. Experience building or refining repeatable CS playbooks and processes. The base salary range for this role is $65,000 to 70,000 CAD. Performance Competencies At DrugBank, we have a baseline set of competencies that we call our "permissions to play." Every DrugBanker we hire reflects these competencies: Is Open to Change Has Integrity Leads with Transparency Is Able to Think Critically Can Flex with Ambiguity Has Core Values Alignment Is Collaborative Has Great Communication Values and Supports Wellbeing and Balance in Teams Why DrugBank? At DrugBank you'll work hard, learn quickly, and have plenty of excitement on a daily basis. Our company is constantly growing and evolving, which means you'll have plenty of opportunities for learning, growth, and new challenges — and you'll see the direct impact of your work every day. We don't just say we're a work-life balance company, we act on it. We are a workplace that strives for mutual respect, inclusivity, and diversity. We believe in making an impact as a team in a highly collaborative environment. Our team has a ton of autonomy, but the support of one another when we need it. We care about the mental health and wellbeing of our team. We are a team that believes in ideation, critical thinking, executing quickly on ideas, experimenting, and making mistakes. We offer a great salary, a great benefits package, and generous time-off policies. We have lots of other great perks such as frequent company outings, events, and get-togethers. DrugBank is a company where everyone has a seat at the table. If you relate to our values and are excited about the biopharma space, we want to hear from you!