Customer Success Manager (Berlin, Germany)

Customer Success Manager

Company Overview

About Certara

Certara accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development. Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries.

Our goal is to enable the life sciences industry’s use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development. Our software and scientists incorporate modern advances in scientific understanding, drug development experience, data analysis, and AI resulting in significant opportunities to decrease the cost and increase the probability of success for new drug approval and commercialization. BaseCase is Certara’s interactive value communication platform, used by pharma and medtech teams to translate evidence into compelling narratives for payer and HTA conversations. As Customer Success Manager, you’ll own a portfolio of ~15–20 high-touch accounts, driving adoption, building champion systems, and ensuring customers realize measurable value from the platform.

This role goes beyond traditional CS: you’ll help customers adopt best practices, enable internal change management, accelerate time-to-value after app delivery, and identify expansion opportunities, all while representing the voice of the customer.

Key Responsibilities

• Own the end-to-end customer journey from onboarding to scaled adoption for your account portfolio.
• Run structured engagement cadences (check-ins, QBRs), identify adoption risks early, and execute playbooks to restore momentum.
• Deliver role-tailored platform training and provide hands-on guidance (including minor app adjustments) to demonstrate best practices in real time.
• Own the transition from app delivery to meaningful usage: ensure activation plans are in place before handoff, track time-to-value, and intervene when adoption stalls.
• Build robust champion systems: identify champions, map sponsors, co-create joint Success Plans with measurable milestones.
• Coach champions on internal enablement tactics (training cascades, showcases, stakeholder messaging) to drive diffusion.
• Synthesize customer insights and deliver structured feedback to Product (themes, evidence, scalable recommendations).
• Generate CSQLs by identifying expansion potential within accounts and packaging opportunities for Commercial.
• Use telemetry and qualitative signals to track account health, diagnose adoption patterns, and propose next-best actions.
• Develop and refine adoption playbooks, maintain CRM hygiene, and collaborate cross-functionally to remove systemic friction

Requirements / Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years in a customer-facing role (Customer Success, Implementation, Solutions, Consulting, Account Management, or similar) with ownership of outcomes.
• Domain knowledge: working understanding of health economics concepts (cost-effectiveness, budget impact, value frameworks) and how they translate into payer/HTA decision-making.
• Technical: proficient in Excel; comfortable learning new platforms quickly; expected to develop BaseCase expertise at a CS-appropriate level.
• Strong communication and facilitation skills: workshops, executive conversations, champion coaching.
• Analytical mindset: able to interpret usage metrics and qualitative signals to drive adoption actions.
• Ability to influence without authority in a matrix environment.

Preferred Qualifications

• SaaS B2B or digital adoption experience.
• Practical change management experience.
• Experience in regulated/compliance-sensitive environments.

Location

Berlin, Germany, Remote: False

Employment Type

Full Time

Equal Opportunity Statement

Certara bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law. Cookies are used on this site to assist in continually improving the candidate experience and all the interaction data we store of our visitors is anonymous. Learn more about your rights on our Privacy Policy page. Okay