Customer Success Manager

Customer Success Manager
NAYA Therapeutics

Overview

NAYA Therapeutics is seeking a driven and relationship-focused Customer Success Manager to support and grow strategic partnerships across our customer base. In this role, you will serve as a key point of contact for clients, ensuring they achieve meaningful outcomes from NAYA’s solutions while driving long-term engagement, retention, and growth.

You will partner closely with cross-functional teams including Commercial, Clinical, Product, and Operations to deliver exceptional customer experiences and contribute to NAYA’s mission of advancing innovative therapeutic solutions that improve patient outcomes.

Key Responsibilities

Customer Relationship Management

Manage a portfolio of key customer accounts, including biopharma partners, healthcare organizations, and enterprise clients.

Build strong, trusted relationships with stakeholders across clinical, operational, and executive levels.

Serve as the primary point of contact for customer needs, ensuring a high-quality and responsive experience.

Customer Success & Value Realization

Drive customer onboarding, adoption, and ongoing engagement with NAYA’s solutions.

Develop and execute success plans aligned with customer goals and measurable outcomes.

Conduct regular business reviews to demonstrate value, track progress, and identify opportunities for optimization.

Retention & Growth

Support renewal processes and contribute to achieving high retention rates.

Identify expansion opportunities within existing accounts and partner with Commercial teams to drive growth.

Monitor account health and proactively address risks to minimize churn.

Cross-Functional Collaboration

Partner with internal teams (Sales, Product, Clinical, and Operations) to ensure alignment on customer needs and priorities.

Provide customer insights and feedback to inform product development and service improvements.

Advocate for customers internally to ensure their success and satisfaction.

Performance & Analytics

Track and manage account performance using key metrics such as:

Customer engagement and adoption

Retention and renewal rates

Expansion opportunities

Maintain accurate account records, forecasts, and reporting within CRM and Customer Success platforms.

Our Values

Patient-first mindset in everything we do

Collaboration and shared accountability

Integrity, transparency, and scientific rigor

Innovation and continuous improvement

Commitment to advancing healthcare outcomes

Candidate Profile

Education

Bachelor’s degree in Business, Life Sciences, Healthcare Administration, or related field required

Experience

3–6 years of experience in Customer Success, Account Management, or client-facing roles

Experience in biotech, healthcare, SaaS, or life sciences preferred

Proven ability to manage customer relationships and drive retention and growth

Experience working with enterprise or strategic accounts is a plus

Skills & Competencies

Strong relationship-building and communication skills

Ability to manage multiple accounts and priorities in a fast-paced environment

Strategic thinking with a focus on delivering measurable outcomes

Data-driven mindset with experience using CRM and analytics tools

Collaborative, proactive, and solutions-oriented approach

Passion for healthcare innovation and improving patient outcomes

Compensation

NAYA Therapeutics offers a competitive compensation package as part of a comprehensive total rewards program. Salary and bonus will be commensurate with experience, qualifications, and market conditions.

Join NAYA Therapeutics and help build lasting partnerships that drive innovation and improve patient lives.