Customer Success Manager

Description About Qualifyze: Founded in 2019, Qualifyze is a leading company in supply chain compliance management in the Life Sciences industry, trusted by over 1,500 pharmaceutical and healthcare companies globally. Our digital suite of solutions connects manufacturers, suppliers, and a global network of more than 250 auditors and quality experts. With a track record of over 4,500 audits across 85+ countries and the largest and most accurate supplier network and data analytics tools, Qualifyze stands as the all-in-one partner for quality compliance and supply chain risk mitigation in the Life Sciences sector. Requirements Role Overview: At Qualifyze, we don’t just support our customers — we partner with them to reduce risk and accelerate innovation in life sciences. As a Customer Success Manager (CSM), you’ll play a key role in driving customer satisfaction, retention, and adoption, ensuring that clients achieve long-term value through our solutions. You’ll manage a portfolio of accounts across our APAC market, acting as the main point of contact throughout the customer lifecycle. You’ll collaborate with Senior CSMs, Account Managers, and cross-functional teams to deliver a seamless, high-impact experience. Main Responsibilities: Build and maintain strong relationships with pharmaceutical clients post-sale. Guide customers through the audit journey, ensuring smooth coordination and high satisfaction. Conduct regular check-ins and act as the first point of contact for operational and support matters. Support onboarding, adoption, and ongoing engagement across a high volume of accounts. Drive key success metrics including credit consumption, CSAT, NPS, retention, and renewals. Collaborate with Account Managers on strategic growth opportunities. Maintain accurate CRM records (HubSpot), ensuring smooth handovers and visibility across teams. Share customer feedback and data insights to improve our product and services. Main Requirements: Proven experience in a customer-facing role (Customer Success, Account Management, Client Support or similar). Excellent communication and interpersonal skills in English and Chinese. Any additional languages are a plus. Strong organizational skills and attention to detail. A proactive and solution-oriented mindset, with the ability to work independently and as part of a team. Comfortable in a dynamic, fast-paced, and changing environment — previous experience in a startup or scale-up is a strong plus. Interest in the pharma or life sciences industry. Experience working with CRM tools (HubSpot preferred). What do we offer? ⏳ Flexible schedules throughout the year. 🌍 The option to work from abroad for up to 45 days per year. 💻 All necessary work equipment (laptop, headphones, etc.). 🎉 Annual in person all company event and celebration in Europe. 🚀 Individual coaching and mentoring on your development roadmap within Qualifyze Use of AI in Our Recruitment Process: We believe in a human-led hiring process. All applications are reviewed manually by our Talent Acquisition team, and neither Talent Acquisition nor Hiring Managers use AI to screen, filter, rank, assess, or make decisions about candidates, including during interviews and assessments. During interviews, AI may be used only to support note-taking and transcription. All hiring decisions are made by people! Diversity & Inclusion at Qualifyze: At Qualifyze we actively support the power of diversity, uniting complementary talents and perspectives to address new challenges. Our collective strengths help us to find innovative solutions and turn difficulties into opportunities. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone belongs and feels heard. We are an equal opportunity employer and we welcome applications from candidates of all backgrounds, regardless of race, ethnicity, gender identity, sexual orientation, marital status, religion, disability, or age. Our hiring practices are rooted in fairness and respect, and we strive to create a culture where everyone feels valued and empowered.