Role Overview

Own a portfolio of strategic biopharma accounts, serving as a trusted advisor who aligns our platform with our clients' long-term business objectives
Lead quarterly business reviews that demonstrate clear ROI, align on evolving priorities, and strengthen executive sponsorship
Define and track customer health metrics (NRR, GRR, NPS, product adoption) and translate insights into actionable strategies that influence product roadmap and company direction
Serve as the voice of the customer to Product, Engineering, Sales, and Scientific teams, ensuring customer needs drive our innovation priorities
Orchestrate complex customer implementations including platform configuration, custom development, and data integrations aligned to customer use cases
Design and execute account-specific onboarding strategies, facilitating executive workshops and hands-on training that accelerate time-to-value
Develop educational resources (guides, videos, best practices) and host office hours to deepen engagement and expand platform usage across customer organizations
Proactively communicate product updates, new capabilities, and innovative use cases to maximize customer value realization
Develop and execute commercial strategy for your portfolio, identifying expansion opportunities and leading renewal negotiations to achieve industry-leading retention rates
Monitor usage patterns, engagement signals, and business outcomes to proactively address at-risk accounts and surface upsell opportunities
Transform satisfied customers into vocal advocates who provide references, case studies, testimonials, and speak at industry events
Partner with Sales on strategic expansion and new logo opportunities within existing accounts
Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution paths
Develop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflows
Create feedback loops that ensure technical issues inform product improvements and prevent recurring problems

Requirements

8+ years of customer success, account management, or implementation experience in B2B SaaS or enterprise software
Proven experience in pharmaceutical, biopharma, biotech, or life sciences industries
Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks—you can speak credibly with BD, Portfolio Strategy, and R&D leaders
Demonstrated ability to navigate complex, multi-stakeholder decision-making within large pharmaceutical organizations
Strong technical aptitude with ability to quickly master sophisticated software platforms and explain technical concepts to non-technical audiences
Exceptional executive presence and communication skills—equally comfortable presenting to C-suite executives and conducting hands-on training sessions
Entrepreneurial mindset with comfort operating in fast-paced, high-growth environments where priorities evolve quickly
Track record of driving measurable customer outcomes and achieving retention/expansion targets

Benefits

Professional development opportunities

Prudentia Sciences

Open Positions (1)

Customer Service

Director, Customer Success