Develop and nurture strong client partnerships, acting as the primary point of contact and trusted advisor to ensure alignment with client goals, compliance requirements, and long-term success.
Proactively present product and services value during quarterly business reviews (QBRs).
Identify and drive upsell and cross-sell opportunities in collaboration with the Sales team to maximize customer lifetime value.
Discover dissatisfaction through usage metrics, surveys, and recurring satisfaction meetings with clients and delivery teams.
Quarterback the resolution of dissatisfaction in a timely manner.
Host renewal meetings to confirm customers will renew.
Continuously refine customer success processes and reporting to improve efficiency, scalability, and outcomes.
Partner with Marketing to support initiatives such as case studies, client communications, and events that strengthen client engagement and showcase success stories.

7+ years of demonstrated success in customer success and/or account management within a B2B environment (pharmaceutical, compliance, or SaaS experience preferred).
Proven ability to establish trust, build rapport, and influence senior-level stakeholders.
Strong verbal, written, and presentation skills with the ability to communicate complex ideas clearly.
Analytical mindset with the ability to translate data and feedback into strategies for continuous improvement.
High degree of initiative, adaptability, and attention to detail.
Microsoft Office suite competency including Excel, Word, and PowerPoint.
Strong time management skills to complete projects by deadlines.
Self-motivated individual who takes ownership of their projects.

Customer Success Director

Key skills