ACTO is an AI-powered Intelligent Field Excellence (IFE) platform built for Life Sciences that helps Sales, Marketing, and Medical teams improve customer engagement and brand performance by turning field professionals into “Masters of the Message” who engage HCPs and their support teams with authority and impact. With ACTO, biopharma companies can ensure field professionals are always competent, confident, and credible, delivering the right message to HCPs in face-to-face interactions, while providing senior leaders and frontline managers with the insight they need to drive continuous field force effectiveness. For more information on ACTO for Life Sciences, visit https://acto.com.

Role Summary:

As a Customer Success Manager, you will be part of ACTO’s growing Customer Success Team managing enterprise and mid-market clients. Your main responsibility will be to build strategic relationships with Executive Stakeholders, success and retention of his clients and additionally the health of each account. You will be responsible for the client journey with ACTO by providing them with proactive guidance, recommendations, best practices, platform training and provide strategic support to implementation specialists on any implementations.

Mission: To become the trusted advisor to the relationship while focusing on the success, retention and growth of each of your client accounts.

Responsibilities:

Manage a portfolio of enterprise and mid-market life sciences clients, driving adoption, satisfaction, retention, and growth.
Own the client journey from onboarding to value realization, including success planning, implementation, and strategic reviews.
Build adoption and engagement strategies, training admins and collaborating with Services and Onboarding teams for seamless rollouts.
Master ACTO’s platform and best practices, guiding clients on release adoption, change management, and usage optimization.
Partner with Sales and cross-functional teams to create and execute account plans, secure renewals, and identify upsell opportunities.
Advise clients on learning strategies and challenge leaders to drive behavioral change and long-term success.
Run Executive Business Reviews to communicate impact, drive alignment, and showcase ACTO’s value.
Leverage tools like Salesforce and Replicon to manage accounts and workflows, ensuring data-informed decision-making.
Act as the voice of the customer, gathering feedback and translating it into actionable insights for product development.
Support advocacy and education efforts by collaborating with Marketing on webinars, updates, and success stories.
Track KPIs such as adoption, activation, renewal, and retention rates to measure success.

Recommended Experience:

Minimum 2 years of experience in a customer success and/or program management role
Ideal candidates will have managed large-scale/enterprise level projects and held customers/vendors accountable on timelines, budget, and deliverables
Life-sciences experience is not necessary but preferred
Bonus points for experience selling into Pharmaceutical industry and/or other highly regulated industries
Bachelor's Degree or Equivalent

What you’ll enjoy about ACTO:

Industry-leading, multiple award-winning technology
Competitive compensation package
Being part of a mission driven organization with the ability to drive solutions that focus on improving patient outcomes
Results-driven and collaborative culture that prioritizes employee development and growth
Remote work with opportunities for in-person collaboration
Company MacBook
Budget for work-from-home set-up
Monthly work-from-home allowance
Participation in group benefits plan
Flexible PTO

At ACTO we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process. We thank everyone for their interest in ACTO, only those applicants that have been selected for an interview will be contacted.

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