Own retention strategy and net revenue retention across the Commercial Compliance customer base.
Establish and oversee structured customer health monitoring, including risk identification and mitigation plans.
Lead executive-level engagement for priority and at-risk accounts.
Ensure strong transition from Implementation to Customer Success and Managed Services.
Implement and manage a standardized customer health scoring framework.
Establish governance cadence including QBRs, executive business reviews, and roadmap discussions.
Track and report on churn, renewals, support metrics, adoption rates, and time-to-value.
Provide executive-level reporting and insights to Commercial Compliance leadership.
Lead Customer Success Managers and Support personnel within the Commercial Compliance practice.
Define roles, accountability models, and performance expectations.
Establish structured processes for case management and escalations, enhancement requests, and product feedback loops.
Drive operational improvements that reduce manual processes and increase scalability.
Partner with Implementation to ensure smooth onboarding and client stabilization.
Collaborate with Product Management to prioritize enhancements tied to regulatory changes and client needs.
Engage directly with Compliance and Legal leaders at pharmaceutical and medical device companies.
Identify opportunities to deepen adoption of Transparency and Stakeholder Engagement solutions.

7–10+ years of experience in Customer Success, Account Management, or Operations leadership within SaaS.
5+ years of people leadership experience, including managing managers or senior individual contributors.
Strong knowledge of life sciences commercial compliance (e.g., HCP engagement governance, transparency reporting programs) strongly preferred.
Experience working with enterprise pharmaceutical, biotech, or medical device companies.
Demonstrated success improving retention, reducing churn, and driving customer expansion.
Experience in a cloud-based SaaS environment required.
Bachelor’s degree required; advanced degree a plus.

Merit-based compensation – Competitive base salary plus bonus
Work from anywhere – Roles are open to candidates located anywhere in the US (United States)
Unlimited PTO (Paid Time Off), including Paid Holidays and Sick Leave
401k+ Match
Comprehensive health, dental, and vision insurance
Paid Parental Leave
Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Accounts) and HSAs (Health Savings Account), Dependent Care, an EAP (Employee Assistance Program) program, discounts, Learning and Development

Director of Customer Success

Key skills