Director, Customer Success (life sciences clients)

San Francisco, CA - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Role: Director Customer Success (life sciences clients)

Base Location: SFO CA and Boston MA (Onsite)

Position type : Fulltime

Note: Must have strong Pharma/Life sciences background

The Director of Customer Success will lead a high-performing team dedicated to ensuring exceptional client experiences and driving measurable outcomes for life sciences organizations. This role is pivotal in building long-term strategic client-partnerships maximizing customer value and supporting business growth through proactive engagement and consultative guidance.

Key Responsibilities:

Customer Relationship Management:
- Act as the voice of the customer internally to influence service & operational enhancements
- Serve as the executive sponsor for key accounts
- Set and maintain client expectations
- Ensure alignment between client objectives and service delivery
- Build and maintain strong relationships with senior stakeholders
Strategic Leadership:
- Develop and execute a comprehensive customer success strategy aligned with organizational goals.
- Partner with Sales Delivery & Operations teams to ensure seamless onboarding delivery/adoption and retention.
- Leverage data-driven insights to identify trends risks and opportunities for upsell and cross-sell.
Operational Excellence:
- Implement scalable processes and tools to improve efficiency and customer experience.
- Establish KPIs and performance metrics to measure service performance and customer satisfaction.
- Establish the client-governance model and lead facilitation of quarterly business reviews with the client
- Drive continuous improvement initiatives across the customer lifecycle.

Measurable KPIs:

Revenue Growth from Existing Accounts: Drive 10 20% YoY growth through upsell/cross-sell initiatives.
Customer Health Score: Maintain an average health score of 8/10 or higher across all accounts.
Client Team Performance: Achieve 100% completion of quarterly success plans and maintain employee engagement scores above 80%.

Qualifications:

Education:
- Bachelors degree in Life Sciences Business or related field; advanced degree (MBA MS) preferred.
Experience:
- 10 years in Customer Success Account Management or Consulting within the life sciences industry.
- 10 years in Pharmaceutical or Life Sciences industry.
- 10 years providing IT-related services or performing IT-related functions within Life Sciences industry
- Proven track record of managing enterprise-level clients and delivering measurable business outcomes.
- Strong leadership experience with ability to build and scale teams.
Skills:
- Deep understanding of pharmaceutical/biotech market dynamics and regulatory environment.
- Exceptional written & verbal communication negotiation and executive presence.
- Analytical mindset with proficiency in CRM and customer success platforms
Location:
- Onsite in Boston MA client site

Role: Director Customer Success (life sciences clients) Base Location: SFO CA and Boston MA (Onsite) Position type : Fulltime Note: Must have strong Pharma/Life sciences background The Director of Customer Success will lead a high-performing team dedicated to ensuring exceptional client e...