Are you ready to become the trusted strategic partner who helps customers unlock the full value of Elsevier’s world‑leading research and healthcare solutions? Do you want to shape meaningful customer outcomes while driving adoption, growth, and long‑term success across a diverse portfolio? About our Team: Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge. About the Role: The Customer Success Manager (CSM) is accountable for ensuring customers realize maximum value from the full Elsevier product portfolio. By driving adoption, engagement, retention and measurable outcomes, the CSM plays a critical role in renewal success and identifying opportunities for growth within their defined customer portfolio. Serving as the customer's trusted advisor, the CSM partners closely with Account Managers and cross‑functional teams to deliver seamless experiences and ensure customers achieve their strategic objectives. Key Responsibilities Customer Success - Own the post‑sale customer relationship, acting as the primary point of contact and strategic advisor - Lead onboarding, ensuring customers achieve early and sustained value - Develop and execute success plans, defining customer goals, value milestones and measurable outcomes - Monitor customer health (e.g. usage, adoption, engagement, NPS), proactively addressing risks and driving retention - Deliver regular business reviews aligned to customer priorities, performance and value delivery - Champion customer feedback, advocating for user needs and influencing product and service improvements Collaboration & Alignment - Partner with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment - Work with Product, Marketing and other cross functional teams to deliver an integrated customer experience - Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential - Provide account insights, risk assessments and strategic recommendations to the Regional Manager, Customer Success (RMCS) - Contribute to customer advocacy initiatives including case studies, references and user engagement programs Operational Excellence - Maintain accurate customer documentation and activities in CRM and CS systems (e.g. Salesforce) - Track and report metrics including adoption trends, renewal likelihood and growth signals across the portfolio - Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes - Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience Requirements: - Have proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments - Possess an excellent understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers - Have excellent communication and engagement skills, able to influence stakeholders at all levels - Be analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations - Be highly organized, proactive and comfortable managing a diverse portfolio in a fast‑paced environment - Have knowledge of Elsevier’s products and services or experience in related industries Work in a way that works for you: We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working for you: We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: - Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits - Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan - Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs - Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity - Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits Health Savings, Health Care, Dependent Care and Commuter Spending Accounts - In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice About the business: A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. What you do every day will help advance science and healthcare to advance human progress. Primary Location Base Pay Range: Home based-Ohio $56,600 - $94,400. Total Target Cash Range: $87,000 - $145,100. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. U.S. National Base Pay Range: $59,600 - $99,300. Total Target Cash Range: $91,600 - $152,800. Geographic differentials may apply in some locations to better reflect local market rates. Base Pay Range for CO is $59,600 - $99,300. Total Target Cash Range for CO is $91,600 - $152,800. Base Pay Range for IL is $62,500 - $104,300. Total Target Cash Range for IL is $96,200 - $160,400. Base Pay Range for Chicago, IL is $65,500 - $109,200. Total Target Cash Range for Chicago, IL is $100,800 - $168,100. Base Pay Range for MD is $62,500 - $104,300. Total Target Cash Range for MD is $96,200 - $160,400. Base Pay Range for NY is $65,500 - $109,200. Total Target Cash Range for NY is $100,800 - $168,100. Base Pay Range for New York City is $71,500 - $119,200. Total Target Cash for New York City is $110,000 - $183,400. Base Pay Range for Rochester, NY is $59,600 - $99,300. Total Target Cash Range for Rochester, NY is $91,600 - $152,800. Base Pay Range for OH is $56,600 - $94,400. Total Target Cash Range for OH is $87,000 - $145,100. Base Pay Range for NJ is $67,298 - $107,502. Total Target Cash Range for NJ is $103,796 - $165,804. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. Application deadline is 04/30/2026. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights.

Client Services Manager, Life Sciences Full-Time / Permanent ABOUT ODAIA ODAIA noun o·da·ia | \ 'oh-day-yeah \ An Ancient Greek word referring to “tools of the trade.” To learn more visit odaia.ai. ODAIA delivers AI-powered commercial intelligence for life sciences - unifying data, accelerating results, and helping commercial teams deepen engagement to enhance care for providers and patients. ODAIA's AI platform transforms complex data into predictive, personalized insights, enabling commercial leaders to understand their customers, anticipate prescribing behaviors, and make the informed, strategic decisions that bring therapies to patients faster. OUR MISSION Reducing patients’ time to therapy by facilitating meaningful interactions with healthcare providers, through human-centric software powered by AI. WHAT’S ON OFFER Reporting to the Senior Director, Business Acceleration, the Client Services Manager, Life Sciences leads the end-to-end customer experience with ODAIA’s products—from kickoff through renewal. You will own strategic customer engagement across the lifecycle, leading data, brand strategy, project planning, and ROI conversations to ensure customers realize measurable value from ODAIA. This is a critical role on a high-performing team, combining industry expertise, account management, and data fluency to help pharmaceutical customers achieve their key business objectives through predictive analytics and data-driven decision-making. You’ll thrive here if you bring a consultant mindset, enjoy leading structured, high-impact engagements, and are confident in navigating executive stakeholders while delivering clear, insight-driven recommendations. WHAT YOU WILL DO Lead with a Consultant Mindset - Act as a trusted advisor to customers, bringing structure, insight, and strategic thinking - Use storytelling and BLUF (Bottom Line Up Front) communication to influence decisions - Bring confidence and clarity to every deliverable and recommendation - Understand the what and the why behind customer requests and strategies, providing recommendations and guidance Own Customer Strategy & Value Realization - Translate customer brand, data, and omnichannel strategies into ODAIA solutions - Drive salesforce effectiveness, ensuring reps have actionable insights and optimized workflows - Enable Dynamic Targeting / Segmentation for precise, high-impact customer engagements - Define success metrics and ensure measurable ROI through analytics and reporting - Lead quarterly business reviews and continuously identify growth opportunities Drive Engagement & Account Success - Build strong relationships across commercial, analytics, and leadership stakeholders - Align cross-functional touchpoints between customer and ODAIA - Maintain executive-level communication and proactive account management Deliver Structured, High-Impact Projects - Lead discovery, requirements gathering, and solution design - Manage project governance, timelines, risks, and dependencies - Run effective, outcome-driven meetings and workshops - Liaise with internal ODAIA stakeholders (ENG, Product, Sales) to review feedback and propose ideal solutions - Consult internal teams about priorities and roadmaps, assessing the business value of customer requests Enable Change & Adoption - Drive organizational and process change within customer teams - Educate stakeholders on best practices, methodologies, and insights - Ensure successful onboarding from sales handoff through adoption Leverage Data & Insights - Assess customer data, workflows, and analytics maturity - Focus on business analytics, reporting and metrics, generate solid reports to demonstrate ROI - Ensure compliance with data quality, regulatory, and security standards - Understanding of the nuances and application of health and Claims data, the drug development lifecycle, brand launch strategies, health/claims data, modern commercial frameworks, omnichannel strategy, Next Best Action (NBA) orchestration and how to integrate AI into existing CRM (Veeva/Salesforce) workflows WHAT YOU BRING - 6+ years in consulting, SaaS, or client-facing roles (e.g., Engagement Manager, Consultant, Customer Success) withinife Sciences industry - Strong understanding of commercial pharma (marketing, analytics, omnichannel, commercial excellence) - Ideally some experience using AI within the industry - Proven ability to manage complex, multi-stakeholder projects - Exceptional communication skills with the ability to influence technical and non-technical audiences - Analytical mindset with experience translating data into actionable insights - Ability to operate with structure in ambiguity and thrive in fast-paced environments - A proactive, ownership-driven approach with strong attention to detail - Attention to detail, taking the time to understand the customer’s needs and challenges - Ability to understand business needs and develop consistent, clear analysis and report potential issues - Accountable, proactive and agile - Action orientated with the ability to work quickly and efficiently in a fast-paced environment - Has exceptional communication skills, understand how to influence to both technical and non-technical teams - Grand vision, low ego, and able to make a big impact WHAT WE OFFER Values-Based Culture - We Ignite Innovation, Own It, and Stand Together AI-Native Environment - At ODAIA, we don't just deliver AI - we live it. We use AI and agentic automation to 10x our efficiency and impact, encouraging constant curiosity in leveraging and integrating AI Comprehensive Rewards - Meaningful stock option grants, immediate medical/dental enrollment, and flexible time off Remote-First Flexibility - WFH flexibility with intentional, high-value in-person collaboration and socials LOCATION & BUSINESS TRAVEL ODAIA is a remote first organization, with employees located across Canada and the U.S. Our primary office hub is located in central downtown Toronto and walking distance from Union Station. This role requires travel within the US and Canada to support strategic customer meetings, industry conferences and internal meetings and offsites. EMPLOYMENT VERIFICATION Any conditional offer of employment made to a successful candidate will be subject to the full satisfaction with the results of any background and reference checks. JOB PROCESS & INTERVIEW DISCLOSURE ODAIA does not use artificial intelligence (AI) to review applications, filter or analyze resumes. Our recruitment team may use an AI-powered meeting assistant to record and transcribe interviews for note-taking purposes only. This tool helps our recruiters to be fully present during conversations with candidates who provide consent to this tool being used during an interview. This tool is used in compliance with privacy and employment laws across Canada and the U.S. We respect the time candidates invest into participating in our recruitment process. ODAIA is committed to providing timely status updates on hiring decisions to all candidates following their final interview, in accordance with applicable employment laws. The anticipated base salary for this position ranges from $140,000 - $155,000 USD This range represents ODAIA's good-faith estimate based on current market data and internal equity. Final compensation is determined through a comprehensive review of the successful candidate’s unique skill set, specialized experience, certifications and other relevant considerations. As such, the final offer may vary based on these specific factors. Salary expectations will be discussed collaboratively early in the process to ensure alignment. This role is also eligible for health benefits, stock options, and flexible time off policies as mentioned above. Position Status: This is a newly created position and not related to an existing position vacancy or departure. DIVERSITY, EQUITY & INCLUSION ODAIA is an equal opportunity employer. We are committed to building an environment where everyone feels included, valued, respected and heard. We are committed to creating a diverse workplace, free from discrimination on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, disability status or any other characteristics protected by local laws, regulations or ordinances. ACCOMMODATIONS AND ACCESSIBILITY Accommodations are available upon request. If you need assistance or accommodation due to a disability or special need at any stage of the recruitment process, please contact us at hr@odaia.ai.

• Partner with the VP of CS to develop and execute a Customer Success strategy aligned to RDC’s business goals • Drive outcomes across retention, renewals, NRR, customer satisfaction, and customer growth • Use data-driven insights to identify risks early, proactively address challenges, and improve customer outcomes • Build, implement, and continuously improve scalable Customer Success processes and playbooks • Own key lifecycle touchpoints, including onboarding execution, success plans, QBR/EBR processes • Establish clear standards for documentation, internal communication, and lifecycle materials • Own and lead the renewal process with a focus on high retention and strong forecasting discipline • Identify and drive opportunities for upselling and expansion through strong account planning • Drive improvements across CS tools and systems, translating business needs into process and reporting enhancements • Lead and develop the Customer Success team through consistent coaching, accountability, and performance management

Who we are At Domino, we build software that helps the largest, AI-driven organizations build and operate advanced data science and AI solutions at scale. Our platform integrates a streamlined model development environment, MLOps capabilities, and novel features for collaboration, reuse, and reproducibility — all of which make data science teams more productive, reduce time to value, and ensure compliance. Our customers — like Johnson & Johnson, GSK, Bristol Myers, UBS, FINRA and the US Navy — are using our software to solve some of the most important challenges in the world, such as developing new medicines, securing our financial markets, or protecting our country. Backed by Sequoia Capital, Coatue Management, NVIDIA, Snowflake and other leading investors, we have been in business for a decade but are still a small team operating with the spirit of a startup. Especially in the world of AI today, we believe that the future is still being invented — and we want to be the ones building it. For more information, visit www.domino.ai What we are building The Customer Experience organization plays a key role in Domino’s continued growth as a startup and ensuring we help our customers achieve their data science goals. As a Customer Success Manager (CSM) at Domino, you will be responsible for maintaining and growing relationships with our company's clients. You will serve as the main point of contact for clients, ensuring their needs are met and their expectations are exceeded. Your primary goal will be to maximize client satisfaction, retention, and revenue generation. What your impact will be - Represent Domino during a pivotal period in the customer’s lifecycle; understand and speak to Domino's value proposition in an increasingly competitive and crowded market - Drive conversations and kick start migration conversations to drive Domino Cloud adoption among VPC and Onprem existing customers - Work closely with the Scaled CS team to automate CS initiatives and bring a digital experience to listed accounts (roadmap updates, education updates, events, surveys) - Demonstrate your Domino product expertise and ML Ops / AI knowledge to have meaningful, consultative conversations with customers throughout their renewal process - Leverage data and insights alongside your understanding of the customer’s goals to prescribe commercial terms that align with the needs of the business - Identify and secure upsell opportunities where applicable, whether at renewal or mid-cycle - Partner with the Sales Team to ensure on-time delivery of customer renewals without compromising the customer experience along the way - Maintain and report an accurate forecast for all renewals in your portfolio - Communicate to the business risks identified and develop resolution strategies, escalating wherever appropriate What we look for in this role - 3+ years in a client-facing, pre or post-sales role - Customer Success Manager, Account Manager, Project Manager - Preferably in a SaaS/AI environment - Experience in relevant products in the market such as Cloudera, Databricks, Sagemaker, Google, SAS or other MLAnalytics Solutions, Docker, Kubernetes - Multi-tasking: you will manage ~10 accounts, sync with the Digital Experience, PS and Support teams within our org and Sales, Product, Eng etc. for overall customer and company success - Technical aptitude to understand Domino's portfolio - Customer management - drive customers through success ensuring retention and expansion - High level of comfort speaking with executives and procurement at Enterprise companies - Proven track record of exceeding goals - Desire to work in a fast-paced, collaborative environment with peers who challenge you to grow - Bias toward action - SFDC and CRM tools proficiency What we value - We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply - We value a growth mindset. High-performing creative individuals who dig into problems and see the opportunities for success - We believe in individuals who seek truth and speak the truth and can be their whole selves at work - We value all of you that believe improving is always possible. At Domino, everything is a work in progress – we can do better at everything - We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company #LI-Remote The annual US base salary range for this role is listed below. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. Compensation Range $200,000—$230,000 USD