Senior Customer Success Consultant

Job Description Summary

Do you have a passion for all things software with a desire to make your impact in biotechnology? STEMCELL is hiring a Senior Customer Success Consultant for our STEMSOFT SOFTWARE team!

As the Senior Customer Success Consultant you will bring advanced expertise in STEMSOFT product applications within complex regulatory environments. In this job, you will play a pivotal role in strategizing long-term solutions that integrate seamlessly with client workflows, enhancing both user satisfaction and regulatory compliance. You will support organizational growth by actively contributing to revenue generation through strategic client engagements and optimized system configurations.

Please note, given our global reach, this position includes early morning meetings to support our international customers.

Job Description

Duties and Responsibilities

• Engages deeply with customers to analyze and contextualize their technical and regulatory challenges, providing detailed documentation and strategic advice

• Leads discussions on best practices and advanced application techniques in client settings, ensuring solutions are both practical and compliant

• Monitors industry trends in clinical, regulatory, and accreditation processes to guide clients through potential future challenges

• Articulates strategic solutions that align STEMSOFT capabilities with client needs, focusing on long-term usability and compliance

• Develops and refines best practices for the application of STEMSOFT products, influencing both product development and client processes

Knowledge and Qualifications

• Bachelor’s degree or higher in a related field, and 6 to 10 years of experience in clinical cell therapy is an asset

• Expert understanding of accreditation and regulations related to cell therapy and related medical products of human origin including, but not limited to, FACT, JACIE, FDA, HTA, HealthCanada and EMA

• Advanced communication skills, with the ability to influence and discuss technical details with various stakeholders effectively

• Strong leadership in project management and customer consultations

• Expertise in regulatory compliance and its application to software solutions alongside high proficiency in problem-solving, critical thinking, and troubleshooting

• Ability to educate clients in training and commendable practices

#LI-AB1 #United

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

The annual salary for this job ranges from:

$81,700.00 - $122,500.00

STEMCELL determines an individual’s pay within the range based on multiple factors including experience, education, job-related skills, and equity within the team or organization. For jobs that are eligible for sales incentives, the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company policy. In addition to base salary, STEMCELL offers a comprehensive total rewards package including health benefits, retirement savings, and more.