Customer Success Manager

About the Position

We’re building a world-class Customer Success function - and we’re looking for a Customer Success Manager who turns structured processes into real customer value. You’ll own the post-sale journey for a portfolio of pharma and life sciences clients, guiding them from onboarding through to renewal, expansion, and long-term partnership.

The Role

The Customer Success Manager owns the full post-sale customer journey - from onboarding through adoption, renewal, and expansion. This is a structured, data-driven role. You’ll apply standardised processes and playbooks consistently across your account portfolio, while also helping shape those processes as we mature our CS model.

Responsibilities

• Execute the standard onboarding process for all assigned customers
• Guide customers through clearly defined adoption milestones
• Coordinate internal and customer stakeholders to deliver predictable onboarding outcomes
• Help customers move from implementation to stable, confident ongoing use
• Act as the primary owner of success outcomes for your assigned accounts
• Drive consistent product adoption and monitor health indicators based on agreed KPIs
• Proactively manage retention risk and reduce avoidable churn
• Conduct structured reviews and check-ins to validate progress and demonstrate value
• Create and execute recovery plans for at-risk customers
• Apply established CS processes consistently across all accounts
• Maintain accurate records of customer activity, risks, and next steps in agreed systems
• Follow structured workflows, risk management, and escalations
• Actively contribute to building and improving tools, processes, and best practices
• Identify expansion and upsell opportunities based on adoption and usage signals
• Collaborate with Sales on renewals and commercial discussions
• Capture structured customer feedback and translate it into actionable input for Product
• Advocate internally for changes that improve adoption and customer outcomes

Requirements

• 2–5 years of experience in a B2B SaaS Customer Success
• A track record of managing customer relationships from onboarding through to renewal and expansion
• Comfortable working in a structured, process-driven environment
• Strong ability to build trusted relationships with multiple stakeholders across an account
• Data-literate: you use adoption signals and health metrics to prioritise and take action
• Clear, confident communicator in English (our working language)
• Experience in pharma, life sciences, or regulated industry tech is a welcome plus - but not a requirement

We Offer

• Join a CS function that’s actively being shaped. Your input will directly influence the processes, tools, and engagement models we build together.
• Deliver the right message to the right person in the right way
• Meaningful industry: Our customers operate in pharma and life sciences. The work you do helps them bring better products to market faster.
• Build an ecosystem of connected digital channels
• Grow with the team: We’re in active transformation - from project-led delivery to scalable SaaS CS. There’s real career growth for people who embrace that shift.
• Create tailored experiences for specific HCP profiles
• Clarity to succeed: You’ll have clear KPIs, defined playbooks, and strong leadership support - so you can focus on customers, not ambiguity.
• Orchestrate channels around customer needs

About the Company

Anthill is on an ambitious growth path and is an exciting place to work. If you have the right experience and are looking for a dynamic workplace, great colleagues, and an international environment, please contact us.

In our centrally located Copenhagen office, you will be part of a close-knit team where designers and copywriters work side by side with strategists, medical writers, communication architects, developers, and project managers. You will have many opportunities to apply your expertise and experience while developing your professional skills.

You will be part of an international team of more than 15 nationalities, where English is both the official and the colloquial language in our office.

With 25 years of experience in transforming healthcare marketing, Anthill has built a strong legacy of innovation in the pharmaceutical industry. We’re proud to have partnered with leading brands to drive meaningful change through smart, effective, and forward-thinking solutions.

How to Apply

If this sounds like you, please send your CV and a short note on what draws you to Customer Success in the pharma and life sciences space to Katrin at [email protected]. We review applications on a rolling basis.