Principal Customer Success Manager - Ostro

Veeva Systems is a mission-driven industry cloud company helping life sciences organizations bring therapies to patients faster, with Ostro focused on personalized, AI-powered engagement with healthcare professionals. The Principal Customer Success Manager will advise enterprise pharmaceutical clients, build executive partnerships, drive adoption and commercial outcomes, translate performance analytics into recommendations, and lead cross-functional client programs and account growth.

Responsibilities:

• Serve as the strategic advisor for a portfolio of enterprise pharmaceutical clients
• Build executive relationships that drive client satisfaction, retention, renewals, and growth
• Develop client strategies that maximize platform adoption and commercial outcomes
• Translate analytics and campaign performance into actionable business recommendations
• Partner cross-functionally to deliver exceptional client experiences and flawless execution
• Champion customer needs internally and influence the Ostro product roadmap
• Identify and lead opportunities for account expansion while managing complex projects, budgets, and timelines

Requirements:

• 7+ years of digital marketing strategy, client services, or account management experience within a pharmaceutical, healthcare, or life sciences agency
• Proven success managing enterprise client relationships and growing strategic accounts
• Deep understanding of omnichannel digital marketing, including web, social, and digital engagement
• Expertise partnering with Medical, Legal, and Regulatory (MLR) review processes and FDA promotional guidelines
• Experience supporting pharmaceutical product launches and promotional communications, including Veeva Vault PromoMats submissions
• Strong analytical skills with the ability to translate performance data into strategic recommendations
• Experience partnering with cross-functional teams to deliver complex client programs
• Excellent communication, presentation, and stakeholder management skills
• Willingness to travel to client sites approximately once per quarter or as needed
• Experience with Veeva Commercial Cloud products, including Vault CRM
• Experience across multiple therapeutic areas, such as oncology, immunology, or rare disease