AI Customer Engagement Manager

Why Atrix Breakthrough medicines all start the same way: years of research, mountains of data, and countless decisions made by medical teams within the world's premier biopharma labs. These decisions then determine which treatments make it to market, how doctors learn about them, and ultimately which patients get access to life-saving care and when. We're at an inflection point. AI-powered drug discovery, precision medicine, and an explosion of real-world evidence have accelerated what's possible, but the teams translating science into patient access are drowning in data they can't use. The tools haven't kept up with the stakes. Atrix builds purpose-built AI for life sciences, designed for the accuracy and rigor biopharma requires. We're live with top-10 pharmaceutical companies, scaling fast, and focused on one thing: helping the right treatments reach the right patients, sooner. Why We are Hiring We are hiring our Customer Engagement Manager to own and scale the post-sale customer experience—and to build the engagement playbook that will define how Atrix partners with the world’s largest pharmaceutical enterprises. Today, customer relationships are managed directly by the founding team. That model delivered deep trust and high-accuracy outcomes—but it won’t scale to the next phase of growth. We need someone who can carry that same standard of quality into a structured, repeatable motion across a growing roster of top-10 pharma accounts. As the Founding CEM, you will own the full post-sale lifecycle: onboarding, QBRs, renewals, and expansion. You’ll translate complex customer environments into structured AI workflows, ensure Atrix’s platform is embedded into mission-critical processes, and serve as the voice of the customer internally to product and engineering. This role is central to Atrix’s mission: accelerating the safe, evidence-based adoption of breakthrough medicines and technologies. The insights you help deliver aren’t dashboards that collect dust—they change how field teams operate and how patients access life-saving treatments. What you'll own CUSTOMER OWNERSHIP & RETENTION - Own the full post-sale lifecycle for enterprise pharma accounts—from onboarding through renewal and expansion. - Build trusted, executive-level relationships across medical affairs, market access, and commercial functions. - Run structured QBRs and strategic business reviews demonstrating measurable ROI. - Proactively identify and mitigate churn risk before it materializes. AI WORKFLOW IMPLEMENTATION & QUALITY - Own end-to-end delivery of AI-native workflows and reports for top-10 pharma customers. - Partner with the ops and AI team to iterate on prompts, guardrails, templates, and verification steps. - Apply consulting-grade rigor to QA: hunt edge cases, quantify customer risk, and escalate with precision. CS FUNCTION BUILDING - Design and ship reusable onboarding materials, success criteria templates, escalation playbooks, and QBR frameworks. - Build and own a customer health dashboard: report accuracy, delivery velocity, CSAT, and churn indicators. - Package every process so future CS hires can hit the ground running. CROSS-FUNCTIONAL IMPACT - Represent the voice of the customer in weekly product syncs—translate friction into prioritized engineering input. - Partner with sales on renewal and expansion pipeline. - Support marketing with customer case studies, outcome data, and testimonials. - Collaborate with engineering on SOC 2 customer evidence and security questionnaires. Must haves - 4–7+ years of experience in customer success, account management, or implementation roles within enterprise B2B SaaS. - Proven success owning post-sale relationships with $200K–$1M+ ACV accounts and multi-stakeholder engagement. - Experience with technical product delivery in complex or regulated industries (pharma, life sciences, healthcare, or fintech preferred). - Early-stage startup experience (Seed–Series B); ability to thrive in 0→1 environments where