Customer Success Manager - Safety

Job Description

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead. At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. 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. Join us in transforming the life sciences industry , committed to making a positive impact on its customers, employees, and communities. The Role Veeva is looking for a Customer Success Manager (CSM) to join our team in Japan, focused on ensuring the success of our customers utilizing Veeva Safety. We're seeking proactive individuals with deep life sciences expertise who are eager to help customers maximize the value of their Veeva solutions. As a key member of our CSM team, you'll work closely with customers, acting as a trusted advisor for their Veeva Safety initiatives. In this role, you'll be responsible for fostering strong customer relationships, understanding their success criteria, and guiding them in adopting best practices to achieve their business goals with Veeva Safety. You'll proactively identify opportunities for improvement, drive solution adoption, and ensure our customers gain maximum value from their investment. Additionally, you'll proactively track necessary feature enhancements related to Japanese regulatory requirements and collaborate with the Product Manager team to gather product feedback from customers. This is a full-time, permanent role based in our Tokyo office. This is a highly customer-facing position, and while your primary work location will be the Tokyo office, you should be able to travel to customer sites as needed within Japan.

What You'll Do

• Serve as a trusted advisor for a portfolio of key customers utilizing Veeva Safety solutions in Japan, building strong relationships with their application owners and strategic stakeholders
• Understand customer strategic objectives and challenges related to their safety operations and the use of Veeva Safety, ensuring their success and maximizing the value they derive from our solutions
• Proactively track and understand necessary feature enhancements related to Japanese regulatory requirements for Safety, and collaborate closely with the Product Manager team to gather product feedback from customers in Japan
• Provide strategic guidance to customers on best practices for Veeva Safety, helping them streamline their processes and achieve their business goals
• Act as the primary liaison between the customer and various Veeva teams (Account Partner, Product, Support, Services) to address customer needs and ensure a seamless experience
• Facilitate cross-customer connections within the Japanese life sciences industry for collaboration opportunities and industry learning related to Safety
• Communicate effectively about product release information and roadmaps, translating complex technical information into clear, understandable insights for diverse customer audiences. This includes delivering product updates, demonstrating new features, and articulating the value proposition of Veeva Safety enhancements

Requirements

• 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

• Prior experience with Veeva 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

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

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world. Veeva is an equal opportunity employer. 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. Apply for this job