Kirsten Carson

Customer Success Manager

Phone: (708) 275-5122

Experienced & enthusiastic Customer Success Manager with over 15 years of leadership in account & program management. Previous history as an IT Project Manager with a demonstrated history of success working in the pharmaceutical/biotech industry specializing in Medical Affairs & Medical Information.

  • Customer Success Manager for 15+ accounts in the Pharma and Biotech Life Sciences industry.
  • Successful, passionate, and natural team leader with the drive to lead, assist, and help others grow, while dedicated to the growth of the company.
  • Delivered hundreds of successful & profitable projects in the Life Sciences industry.


January 2022 - Present

Director of Customer Success & Corporate Communications

Scimax Global
  • Key member of the executive-level escalation team that managed strategies and tactics for de-escalating customer accounts, with additional responsibilities for handling at risk accounts.
  • Hold monthly Customer Success meetings and provide support for varying issues for over 15 accounts.
  • Determine communications strategy and execute programs to deliver communications objectives throughout the organization and to our clients.
  • Collaborate with key stakeholders to create and monitor strategic objectives within the corporate communications department budget.
  • Create and launch press releases and marketing campaigns while driving new ideas for consistent social media marketing.
  • Assist with and define key contributors’ annual objectives, perform periodic assessment to ensure goals are met or adjusted accordingly.
  • Own performance review process including bonus structures, promotions, and cost of living increases.
  • Adaptation skills in growing a startup company, implementing new processes, working across teams to fulfill business needs.
August 2020 - January 2022

Director of Client Relations & Customer Success

Scimax Global
  • Customer Success Manager for 15+ accounts in the Pharma and Biotech Life Sciences industry.
  • Key member of the executive-level escalation team for 15+ accounts gathering insights and data from our clients.
  • Conducted monthly CSM meetings to ensure consistent communication between all clients.
  • Owned the relationship for the successful implementation of services including Project Management.
  • Collaborate with internal teams (e.g., support, product management, platform management, senior management) to address client needs.
October 2016 - March 2020

Director, Client Relations

Endpoint Technologies
  • Assist sales management in determining the appropriate scope of work and manage the overall goals and deliverables for client projects while providing insights into new business opportunities.
  • Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction.
  • Contribute thought leadership and best practices, both internally and externally, around business transformation and program management.
  • Support ongoing projects and account managers through client-focused problem-solving and reevaluating requirements to meet business needs.
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately gain success across teams.
  • Adaptation skills in growing a startup company.
May 2015 - October 2016

Senior Consultant, Project Manager

  • Managed end-to-end implementation planning including project management, issue management, communication and change management.
  • Lead and difficult conversations regarding budget, resources, and timeline constraints, and formally captured and communicated outcomes of those meetings externally and to Salesforce leadership.
  • Created and managed project plans; monitored and reviewed project progress and timelines; adjusted schedules, and resources to bring over thirty projects to a successful close.
  • Facilitated requirements gathering sessions and assisted with the creation of project deliverables including Blueprint documentation, UAT plans, client success documentation.
  • Lead both small and enterprise-wide engagements, facilitated meetings, mentored new Salesforce team members, and effectively managed multiple client escalations.
  • Held weekly steering committee meetings to appropriately communicate project risks, issues, successes, and timelines.
April 2010 - May 2015

Senior Project Manager/PMO Lead

Online Business Applications
  • Individually managed 35+ total software implementations ranging from $50k to $5Successfully managed the number one Top Pharma company in world on a $5M project lasting 3.5 years for the software implementation to over 120 countries with profound partnerships including US, Canada, EU, Asia Pacific, Japan including developing interfaces to their other regulatory systems.
  • Communicated as a key member of senior management to provide accurate reporting for ongoing program management.
  • Delegated responsibilities, schedules, and budgets for all departments including PMO,
  • Development, Quality Assurance, IT, Validation, Business Analysis, Training, and Technical Support for multiple projects.
  • Results-oriented approach to project management using agile methodologies to encourage thinking outside of the box and always using available resources and external sources to meet the overall goal.
  • Hosted weekly team building events and one-on-one team meetings, not only to discuss project status, but provide support and ensure that each team member has the available resources and materials needed for individual success.
  • Mitigated risk factors through careful analysis, practicing effective change management.
November 2006 - April 2010

Account Manager/Sales & Marketing Associate

Online Business Applications
  • Maintained relationships with clients on a weekly basis and consistently met with clients at convention events throughout the year.
  • Consulted with clients 1 on 1 to determine current and future business needs.
  • Performed software demonstrations at worldwide conferences in the Pharmaceutical and Biotechnology Industries.
  • Attended tradeshows and networking events to promote the company’s product and grow future business with new and existing companies.
  • Managed all projects for marketing literature, tradeshow inserts, exhibits, and giveaways.


  • Customer Success Management
  • Client Relations
  • High-stakes Escalation Management
  • Cross-functional Team Leadership
  • Corporate Communications
  • Corporate Communications
  • Social Media Marketing Management
  • Marketing Strategy
  • Change Management
  • Program Management
  • Business Process Improvement
  • Requirements Gathering & Analysis


Northern Illinois University

B.S Communication Studies
Emphasis in Organizational/Corporate Communications