Director, Customer Success - Cambridge, MA
16 hours ago
Job description
The Opportunity
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.
What You'll Do
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
Who You Are
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 non-technical audiences
- Exceptional executive presence and communication skills—equally comfortable presenting to C-suite executives and conducting hands-on training sessions
- Entrepreneurial mindset with comfort operating in fast-paced, high-growth environments where priorities evolve quickly
- Track record of driving measurable customer outcomes and achieving retention/expansion targets
Bonus points
- Direct experience in large pharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy roles
- Experience coaching or leading customer success team members
- Hands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence software
- Proficiency with customer success platforms (Hubspot, etc.)
- Advanced degree (MS, PhD, MBA) in life sciences, business, or related field
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