Senior Customer Success Manager, Medicine Supply Map

Who is USP?

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world’s leading health and science experts to develop rigorous quality standards for medicines, dietary supplements, and food ingredients. At USP, we believe that scientific excellence is driven by a commitment to fairness, integrity, and global collaboration. This belief is embedded in our core value of Passion for Quality and is demonstrated through the contributions of more than 1,300 professionals across twenty global locations, working to strengthen the supply of safe, high-quality medicines worldwide.

At USP, we value inclusive scientific collaboration and recognize that attracting diverse expertise strengthens our ability to develop trusted public health standards. We foster an organizational culture that supports equitable access to mentorship, professional development, and leadership opportunities. Our partnerships, standards, and research reflect our belief that ensuring broad participation in scientific leadership results in stronger, more impactful outcomes for global health.

USP is proud to be an equal employment opportunity employer (EEOE) and is committed to ensuring fair, merit-based selection processes that enable the best scientific minds—regardless of background—to contribute to advancing public health solutions worldwide. We provide reasonable accommodations to individuals with disabilities and uphold policies that create an inclusive and collaborative work environment.

Brief Job Overview

USP is seeking a dynamic Senior Customer Success Manager to join our Medicine Supply Map team. This role focuses on post-sale engagement, driving customer adoption, retention, and long-term value realization across pharmaceutical manufacturers and distributors. The ideal candidate will partner closely with customers to operationalize MSM within their workflows, align the platform to supply chain and commercial priorities, and ensure measurable outcomes are achieved. This role requires a strong ability to build trusted relationships, translate data into actionable insights, and guide customers toward more proactive, data-driven decision making.

Remote employees must reside in one of the following states: MD, VA, DC, PA, WV, CA, MI, IL, KS, FL, NC, or MN.

How will YOU create impact here at USP?

As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards.

Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments.

As a Senior Customer Success Manager for USP’s Medicine Supply Map (MSM), you will drive impact by ensuring customers successfully adopt and operationalize USP’s supply chain intelligence within their day-to-day workflows. Through strategic engagement and value delivery, you will help pharmaceutical manufacturers, distributors, health systems, and government agencies improve supply chain visibility, mitigate risk, and make more informed commercial and operational decisions. You will build trusted relationships with key stakeholders, guide customers in translating complex data into actionable insights, and ensure measurable outcomes that support retention, expansion, and long-term customer success.

The Senior Customer Success Manager for USP’s Medicine Supply Map has the following responsibilities:

•  Serve as the primary post-sale owner for onboarding, adoption, retention, and long-term value realization of the Medicine Supply Map across pharmaceutical manufacturers, distributors, health systems, and government agencies.
• Build and maintain strong relationships with key stakeholders across commercial operations, sales, supply chain, and executive leadership teams.
• Lead strategic account planning, including defining success plans, aligning MSM capabilities to customer objectives, and identifying expansion opportunities.
• Drive adoption by operationalizing MSM within customer workflows and establishing best practices for data-driven decision making.
• Facilitate regular business reviews, delivering insights and recommendations that demonstrate measurable value and support ongoing alignment.
• Develop and track customer health metrics, proactively identifying risks to adoption, engagement, or renewal.
• Partner with customers to integrate MSM insights with existing internal data sources (e.g., demand and market data) to enhance supply chain and commercial decision making.
• Provide subject matter expertise on supply chain visibility, market intelligence, and pharmaceutical industry dynamics to guide customer strategy.
• Collaborate cross-functionally with Sales, Product, and Data Science teams to advocate for customer needs and support long-term growth opportunities.
• Capture and report the voice of the customer to Product Management and leadership teams to inform roadmap priorities and continuous improvement.
• Support renewal and expansion efforts through clear value articulation, stakeholder alignment, and mitigation of adoption risks.

Who is USP Looking For?

The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:

Core Competencies and Experience:

•  Bachelor’s degree in Business Administration or a related field.
• Minimum of three years of successful experience in customer success, account management, or post-sale roles, preferably within SaaS, data analytics, or supply chain solutions.
• Demonstrated success managing strategic accounts, driving adoption, and achieving retention and expansion objectives.
• Strong relationship management skills with the ability to engage senior-level stakeholders across commercial operations, sales, and supply chain functions.
• Excellent communication, problem-solving, and organizational skills with a focus on driving measurable customer outcomes.
• Experience operating in a fast-paced environment with the ability to prioritize across multiple customers and initiatives across commercial operations, sales, and supply chain functions.

Customer Success and Industry Expertise:

• Consultative approach with the ability to translate complex data and analytics into clear, actionable insights for customers.
• Experience leading business reviews, defining success plans, and aligning solutions to measurable outcomes.
• Understanding of pharmaceutical supply chain, market intelligence, or related industry dynamics is preferred.
• Collaborative mindset with the ability to partner cross-functionally and align customer needs with product capabilities.

Supervisory Responsibilities

None, this is an individual contributor role.

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.

Compensation

Base Salary Range: USD $127,102.00 – $156,550.00 annually.

Target Annual Bonus: % Varies based on level of role.

Individual compensation packages are based on various factors unique to each candidate’s skill set, experience, qualifications, equity, and other job-related reasons.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.