About us: Behind every innovative new medical device, new healthcare policy, and research into current treatments, there’s a literature review. we’re changing the way that scientific research is conducted. Founded in 2008, DistillerSR is the world’s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research. DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life‑changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market.

Our amazing team lives these values every day and our customers trust us to bring them innovative, world‑leading solutions that power their important work.

The Customer Success

Manager drives customer engagement and retention. CSMs advise and guide our customers as they map their business needs to the capabilities of DistillerSR, with the goal of ensuring customers adopt the DistillerSR platform deeply and derive the best value from their DistillerSR subscriptions and services. CSMs collaborate cross‑functionally with other DistillerSR departments to identify opportunities and risk, and to develop recommendations and solutions.

Build and maintain robust relationships with customers to drive long‑term customer success and value. Engage with customers regularly, promoting and measuring customers’ engagement with the platform as a lever to account retention. Conduct regular ROI meetings with customers to assess value delivered and identify areas for improvement.

Align actions and decisions with DistillerSR’s core organizational values to foster a culture of customer excellence.



Promote customer satisfaction through application of product knowledge and technical expertise. Recommend best‑practice uses of DistillerSR based on understanding of the customer’s business, use cases, success criteria for getting value, and data.

Collect key business and user insights, developing strategic plans and a long‑term vision for customer accounts. Participate in client requirements‑gathering workshops, documenting feedback. Advocate with DSR internal stakeholders for customer needs in product evolution.

Facilitate the onboarding of new customers, supporting customer change management initiatives to adopt DistillerSR. Monitor customer usage data and act upon it to resolve product use inefficiencies. Proactively identify at‑risk customers.

Supplement the first line of support when necessary, helping customers resolve issues. Identify customer expansion opportunities for action by the broader account team, specifically including the Account Executive.

Support

Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.

Continuous

Improvement ~ Participate in continuous improvement initiatives as required and assist with drafting service‑related policies, procedures, and work instructions. Frequent interaction with assigned customers and target clients, including leadership and individual contributors, with both business and technical roles. Collaborates closely with all members of Customer Success, Sales,



Global Support, Professional Services, Marketing, and Product Management teams.

Travel ~ Occasional travel may be required. Bachelor's Degree from a recognized post‑secondary institution and/or education and experience acceptable to DistillerSR. Minimum 3 to 5 years applicable work experience.

Experience in working with customers to implement web‑based applications. Ability to present and communicate complex qualitative information/data in an easily understood format. An outstanding ability to understand customer needs and tailor communications to those needs.

Oversee multiple accounts, projects, deadlines, and milestones. Technically minded, with well‑developed computer skills, and a working knowledge of the Microsoft Office and Google Workspace tools - including MS Word/Google docs, Excel/Google Sheets, PowerPoint/Google Slides, and Outlook/Gmail. Previous work experience with organizations in pharma, medical device, NFP’s and academic sectors, or governmental agencies Previous experience in software sales Experience in research projects or systematic reviews For candidates based in Canada, the expected OTE range is $65,191–$94,300 CAD.

We're a dynamic and innovative B2B SasS firm who leads in our market and we're looking for agile, growth‑minded individuals who want to join and make a positive impact doing purposeful work. Flexible work hours and work arrangements Annual winter holiday shutdown Three weeks vacation Professional development support As part of our recruitment process, we may utilize artificial intelligence tools to support or assist the review of applications. These tools may help us identify candidates whose qualifications best match job requirements.

📌 Customer Success Manager - Formation, stage (Ottawa)
🏢 DistillerSR
📍 Ottawa