About this role

Lead aspects of building a new customer success organization including the people, processes, and technologies needed for success
Develop customer health scoring and reporting that utilizes customer data across the enterprise, and implement supporting software and process automation
Collaborate with business and executive leaders
Drive Customer Success Outcomes, and work with leadership to develop and track leading and lagging CS KPIs
Develop a trusted advisor relationship with customer executive sponsors
Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
Managing business growth through greater advocacy and customer reference ability

Bachelor’s degree in sciences, business, operations, computer science or related field preferred; MBA is a plus
8+ years of experience leading teams for customer success or equivalent experience
10+ years of experience in clinical research or drug development industry
8+ years of proven, hands-on experience successfully implementing SaaS and/or enterprise software applications in clinical research and/or life sciences preferred
10+ years cross functional program/project experience
Demonstrated leadership ability to work effectively with people at all levels in an organization
Must be detail oriented; highly organized and thorough
Exceptional communication and written skills

Senior Director, Customer Strategy & Success

Key skills