Customer Success Manager

Customer Success · Boston, Massachusetts
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level


BTR’s mission is to help Healthcare improve the lives of patients by making it easier for the industry to adopt cutting-edge technologies. Over the next 10 years, the research being done today will turn into therapies that will revolutionize how we treat cancer and other illnesses. We are doing our part to help these innovations get to patients quicker, and safer.

Combining automation with deep regulatory expertise, our software ensures the technologies used to bring new products to market meet the requirements of the FDA and global health authorities.

BTR was founded by a team of who have been at the forefront of Life Sciences software for almost 20 years. We have helped over 250 companies transform how they research, manufacture, and monitor the safety of their therapies.

The Customer Success Manager will transform the way IT and Validation teams manage their validated systems. They will be responsible for managing customer implementations of Res_Q, ongoing release management, coordinating with customer stakeholders, and being an expert in industry best practices.

If you have a passion for helping customers improve their processes, challenging the status quo, and driving change we want to hear from you.


  • Do the Right Thing. A shared purpose and values, guided by integrity, with the interest of all stakeholders in focus. Our #1 value in every single decision.
  • Clear and Transparent. Direct, concise, and open communication builds trust and improves accountability.
  • Always Add Value. We are dedicated to being a company where everyone has the motivation and support to improve.


  • Confident, personable, adaptable, and the ability to work in a fast-paced environment
  • Track record of on time project delivery and customer success
  • Strong communication skills, project management, customer service, and detail-oriented mind set
  • Ability to think strategically, manage multiple projects/tasks, facilitate customer needs to drive overall customer success


  • Manage customer implementation of Res_Q and ongoing release management
  • Become a product expert and use that knowledge to make our customers successful
  • Coordinate with customer stakeholders to ensure project success
  • Review software requirements, technical designs, and test plans
  • Support change control as validation technical resource and ensure timely completion of required tasks
  • Analyze customer documentation to ensure compliance with industry regulations
  • Gather information and research industry trends
  • Identify opportunities for existing customers to add-on


  • 2-5 years experience with validation of systems/software used in Life Sciences
  • 2-5 years experience creating validation plans, protocols (IQ/OQ/PQ), validation assessments, and validation summary reports
  • Understanding of 21 CFR Part 11 and principles of computer systems validation
  • Knowledge of agile software development and software testing methodologies
  • Superior written and communication skills & ability to complete projects on a deadline


  • Competitive salaries
  • Stock Options
  • “Family First” company mission
  • Comprehensive benefits
  • Flexible hours and unlimited PTO
  • Remote/Hybrid work environment

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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  • Location
    Boston, Massachusetts
  • Department
    Customer Success
  • Employment Type
  • Minimum Experience