Director - Customer Success; Life Sciences

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.

• 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.

• 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%.

• 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