Customer Success Specialist

Job Title: Customer Success Specialist

Location: Remote, Toronto Area
Job Type: Full-time

Reports To: VP Customer Support

Business Unit: POMS Corporation

About POMS

POMS Corporation is a leading provider of Manufacturing Execution Systems (MES) tailored for the life sciences sector, including pharmaceuticals, biotechnology, cell and gene therapy, and medical devices. Our flagship product, POMSnet Aquila, is a web-based MES designed to enhance compliance, control, and execution within regulated Good Manufacturing Practice (GMP) facilities. With over 100 validated sites and more than 25,000 users across 15 countries, POMSnet Aquila is one of the most widely used MES solutions in the life sciences industries. POMS is owned by Constellation Software – one of the fastest growing software companies in Canada.

Job Summary

As a Customer Success Specialist, you will be the primary point of contact for our customers, ensuring their success and satisfaction with our software products and services. You will serve as a trusted advisor and the key liaison between customers and internal teams. Your mission is to help customers achieve value, drive adoption, and maintain strong, long-lasting relationships. This role blends relationship management, technical understanding, and proactive support to ensure customers thrive using our solutions.

Job Responsibilities

• Strategic Relationship Management: Serve as the primary point of contact and trusted advisor for assigned accounts, building relationships with end users, plant operations, IT, and executive stakeholders.
• Strategic Account Planning: Partner with Sales, Services, Product and Support to develop and maintain comprehensive account plans that map customer business goals, technical landscapes, key stakeholders, and expansion opportunities
• Adoption & Value Realization: Develop success plans and ROI analysis to help drive product adoption, and alignment of our MES solutions with customers’ manufacturing objectives and processes
• Expansion & Growth Intelligence: Proactively identify and qualify expansion opportunities at existing sites – including additional lines, products, or modules – partnering with Sales teams to drive revenue growth
• Structured Account Check-Ins: Lead monthly check-ins and periodic business reviews with assigned accounts to highlight ROI, provide optimization insights, and ensure our continuous alignment with customer goals
• Retention: Monitor engagement and satisfaction to identify early attrition risks; lead “Get Well Plans” and cross-functional efforts (Product, Engineering, Support, Professional Services) to resolve friction
• Voice of the Customer: Design and execute NPS surveys, Health Checks, and Customer Spotlights to understand customer needs, and advocate for these internally to influence product enhancements and roadmap decisions.
• Support & Escalation Oversight: Act as the strategic lead for escalations; partner with Support to prioritize backlogs, provide guidance on high-impact tickets, and ensure timely, technical resolutions. Occasionally take lead on select tickets.
• Community & Resource Development: Collaborate with marketing on customer-facing webinars/events, and develop resources (FAQs, best practices, onboarding guides) to cultivate a community of power users and internal SMEs.
• Cross-Functional Collaboration: Partner with Support, Product Management, Engineering, Training, and Sales to resolve issues and share customer feedback.
• Travel: This role requires the ability to engage with customers where they work. Expect approximately 10-15% travel for site visits, industry conferences, and enterprise events.

Qualifications & Experience

• 5+ years managing client relationships
• Strong experience in FDA regulated Life Sciences, Biotech, and Pharma Manufacturing
• Familiarity with digital manufacturing platforms (MES, ERP, LIMS, QMS, or similar), integrations, and infrastructure architectures
• Strong interpersonal skills with the ability to build trust and influence without authority.
• Excellent communication skills — both written and verbal — with the ability to adapt to technical and business audiences.
• Proven problem-solver with strong organizational and multitasking abilities.
• Comfort working with software tools including CRM systems, help desk platforms, and analytics dashboards.
• Ability to translate customer needs into actionable insights for internal teams.
• Customer-centric mindset with a passion for helping organizations succeed.
• Bachelor’s degree in business, technology, or related field (or equivalent experience).

Why Join Us?

• Opportunity to lead, shape, and strengthen relationships with our customers.
• A collaborative and mission-driven team environment
• The ability to make a tangible impact – helping drive outcomes at some of the largest life sciences companies in the world
• Competitive salary and benefits package
• Career growth opportunities in a fast-growing company

Exempt

Salary Range:

The estimated base salary range for this role is USD$90,000.00 - USD$110,000.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected].

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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