• 01-Oct-2020 to 30-Nov-2020 (MST)
  • Customer Success (Admin)
  • Salt Lake City, UT, USA
  • Full Time

About MasterControl:

MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit


As a Customer Success Manager at MasterControl, you'll work closely with our new and existing Cloud customers to ensure that they are realizing the full value from their MasterControl solutions. Creative, energetic and self-driven, you learn everything you can about your accounts, their purchased solutions, key stakeholders, users, and industries to be the voice of your assigned clients. You will manage numerous important accounts at different stages of the customer lifecycle to ensure they are renewing their contracts and looking for opportunities to expand their use of MC solutions. You will work collaboratively with colleagues across the company in Sales, R&D, Accounting, Services, and Support to help maximize the value our clients get from using MasterControl and to resolve any barriers to them renewing and expanding. You will be responsible for ensuring that we maintain our industry leading retention rates with your assigned accounts through a focus on high adoption of our platform and a high and sustained ROI. You will be on the front lines working with teams during complex implementations, escalations, and expansion efforts throughout the lifetime of the customer.


  • Primary responsible for ensuring retention of existing customers, and identification of expansion opportunities
  • Create value for clients by ensuring high adoption rates and optimal use of MasterControl products
  • Grow the value of MasterControl by maintaining industry leading retention of customer accounts
  • Coordinate product coaching and educational needs for customers with Support and Services departments
  • Make sure we have highly referenceable clients by ensuring they are recognizing the intended value of their MasterControl solutions
  • Build strong relationships with key stakeholders and decision makers at customer accounts and have a strong pulse on issues and growth opportunities
  • Be the primary point of contact and escalation point for customers
  • Responsible for client renewals and churn risk mitigation
  • Provide valuable, innovative, and well-thought thorough feedback to Product Management, to help build the next generation of revenue-producing applications and adapt current solutions to meet customer needs
  • Maintain a deep understanding of the product and be an effective consultant/advisor, helping clients maximize the use of MasterControl solutions
  • Be the voice of the client and advocate their needs internally at MasterControl
  • Conduct regular account reviews with customer stakeholders, decision makers, and execs
  • Identify and communicate expansion opportunities to Sales
  • Manage customer account information including contacts, system administrators, products in use, executive contacts, and product champions inside of Salesforce
  • Work closely with R&D and Support on identification and tracking of enhancement requests and defects, and effectively communicate status back to clients as needed

Skills & Experience

  • 3+ years of experience working directly with customers in a B2B environment
  • 3+ years of experience working in a Customer Success, Account Management, or similar role
  • Experience with SaaS applications
  • Experience in Life Sciences or regulated industries
  • Experience with Salesforce or other CRM applications
  • Working knowledge of Quality Management processes for regulated industries
  • Proven ability to manage strategic customer accounts
  • Proven ability to navigate complex client organizations and build strong and strategic relationships at all levels of the organization
  • Experience in resolving escalations through coordination of deliverables from internal teams
  • Great analytical and communication skills - you're able to provide clear and concise guidance through emails, over the phone, or in person
  • Able to efficiently switch contexts from responding to customer emails, to giving a product demo, to meeting with the product team about an upcoming feature
  • A bachelor's degree or equivalent combination of education, experience, and training that provides the required knowledge, skills and abilities
  • Experience presenting both to groups and one-on-one
  • Proficient in Microsoft Office Suite
  • Demonstrated communication skills
  • Demonstrated ability to communicate effectively over the phone and in person

Additional Requirements

  • Position may require travel up to 25%


Why Work Here?



MasterControl is a place where Exceptional Teams come together to do their best work. Hiring Exceptional Teams, including the best talent in our industry, is a core value of ours.  MasterControl employees are surrounded by intelligent, motivated individuals every day. We like to call it #TheBestTeamOnThePlanet. 

We value every employee and their contribution to what makes MasterControl successful. We give right back to the employee through a generous benefits package, great flexibility, and continuous opportunities for advancement.

Not only do we hire Exceptional Teams, but we work hard to keep them here by developing and challenging their skillsets, encouraging professional development and growth, and offering a culture that can't be found elsewhere.  Which is why we say -  #WhyWorkAnywhereElse?

To put it simply, working at MasterControl is fun, challenging, and rewarding. From our Fitness Clubs to our awards programs, from our company parties to our competitive benefits, you can't really go wrong.  MasterControl could be your next (and last) career move!  

We are growing quickly and always looking for talented individuals to add to #TheBestTeamOnThePlanet!

Here are some of the benefits MasterControl employees enjoy:

  • Generous PTO package of three weeks, increasing after just three years of employment
  • Competitive compensation with annual merit increase reviews
  • 100% medical premium coverage (yes, you read that right!)
  • Dental/Vision Plans
  • 401k Plan
  • Employer Paid Life Insurance Policy ($50K)
  • Great Flexibility
  • Wellness Programs (every employee gets a Fitbit!)

Applicants must be currently authorized to work in the United States on a full-time basis.


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