Job Details

Role: Director- Customer Success (life sciences Exposure)

Full Time

Location: SFO, CA and Boston, MA (Onsite)

Domain: 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:

Operational Excellence:

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:

• Bachelor's 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