Experienced Customer Success Manager – Safety and Regulatory Compliance

Are you a seasoned professional with a passion for the life sciences industry and a knack for building strong relationships with customers? Do you have a deep understanding of Japanese pharmaceutical regulations and a proven track record of driving customer adoption and value realization from complex software solutions? If so, we want to hear from you! arenaflex, a pioneer in industry cloud and a mission-driven organization, is seeking an experienced Customer Success Manager to join our team in Japan, focused on ensuring the success of our customers utilizing arenaflex Safety.

About arenaflex

arenaflex is a global leader in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we've surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead. Our values – Do the Right Thing, Customer Success, Employee Success, and Speed – guide everything we do, and we're committed to making a positive impact on our customers, employees, and communities.

Join Our Team

At arenaflex, we're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors. We're committed to transforming the life sciences industry, and we're looking for talented individuals like you to join our team.

The Role

As a Customer Success Manager (CSM) at arenaflex, you'll play a critical role in ensuring the success of our customers utilizing arenaflex Safety. You'll work closely with customers, acting as a trusted advisor for their arenaflex Safety initiatives. Your primary responsibilities will include:

• Serving as a trusted advisor for a portfolio of key customers utilizing arenaflex Safety solutions in Japan, building strong relationships with their application owners and strategic stakeholders
• Understanding customer strategic objectives and challenges related to their safety operations and the use of arenaflex Safety, ensuring their success and maximizing the value they derive from our solutions
• Proactively tracking and understanding necessary feature enhancements related to Japanese regulatory requirements for Safety, and collaborating closely with the Product Manager team to gather product feedback from customers in Japan
• Providing strategic guidance to customers on best practices for arenaflex Safety, helping them streamline their processes and achieve their business goals
• Acting as the primary liaison between the customer and various arenaflex teams (Account Partner, Product, Support, Services) to address customer needs and ensure a seamless experience
• Facilitating cross-customer connections within the Japanese life sciences industry for collaboration opportunities and industry learning related to Safety
• Communicating effectively about product release information and roadmaps, translating complex technical information into clear, understandable insights for diverse customer audiences

Requirements

To be successful in this role, you'll need:

• 5+ years of experience in the Life Sciences industry, with a strong understanding of drug development processes, particularly within Safety/Pharmacovigilance
• 3+ years of experience in a customer-facing role (e.g., Customer Success, Professional Services, Product Management, or Consulting) working with enterprise software solutions
• Deep understanding of Japanese pharmaceutical regulations (e.g., PMDA requirements) related to Safety/Pharmacovigilance
• Demonstrated ability to build and maintain strong relationships with key customer stakeholders
• Proven ability to drive customer adoption and value realization from complex software solutions
• Excellent written and verbal communication skills in both Japanese and English. Ability to clearly articulate complex technical and business concepts to diverse audiences
• Strong problem-solving skills and a proactive approach to identifying and addressing customer needs and challenges
• Ability to collaborate effectively with internal teams (Product, Support, Sales, Services) to ensure customer success
• Ability to travel occasionally to customer sites within Japan as needed

Nice to Have

While not required, the following experience would be a plus:

• Prior experience with arenaflex Safety or other safety/pharmacovigilance systems such as Oracle Argus Safety, ArisGlobal LifeSphere Safety, ClinicalWorks/ADR or FUJITSU Percive
• Experience working in Pharmacovigilance (PV) operations at a Contract Research Organization (CRO) or a pharmaceutical manufacturer
• Familiarity with the software development lifecycle and enterprise software implementation methodologies

Perks & Benefits

As an arenaflex employee, you'll enjoy a range of benefits, including:

• arenaflex Giving. Financial contributions for the societal causes you're passionate about
• Health & wellness programs
• Flexible PTO and company paid holidays

Additional Information

arenaflex's headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world. We're an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you're passionate about the life sciences industry and committed to customer success, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job