Director, Customer Success

Prudentia Sciences is an AI-powered technology platform transforming how biopharma, biotech, and life sciences investors approach portfolio management, due diligence, and value and risk simulation. Our platform accelerates investment in breakthrough therapies by:

• Empowering biopharma to accelerate drug pipelines, maximize ROI, and achieve clinical and commercial success for greater patient impact
• Enabling strategic positioning of asset value during portfolio planning and deal making
• Equipping investors with data-driven insights to optimize capital allocation in drug asset transactions

Backed by GV (Google Ventures), Iaso Ventures, Virtue, McKesson, and Signal Fire, we're on a mission to unlock the full potential of pharmaceutical R&D by empowering decision-makers with real-time, data-driven insights.

We're seeking an exceptional Director of Customer Success to join our fast-growing team during a pivotal phase. In this role, you'll own strategic relationships with our most important biopharma customers, driving deep platform adoption, measurable business outcomes, and retention. This is a high-impact, hands‑on position where you'll shape customer success strategy while directly managing a portfolio of enterprise accounts.

Drive Strategic Customer Outcomes

• 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

Lead Implementation and Drive Adoption

• 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

Own Commercial Success and Growth

• 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

Provide Expert Technical Support

• 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

Essential Qualifications

• 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…