Director, Customer Success

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