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.

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:
• 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
• Location:
• Onsite in Boston, MA client site