Director, Customer Success

Director of Customer Success

About the Company

Our client is an AI-native platform company transforming how biopharma companies, biotechs, and life-sciences investors approach due diligence, asset valuation, and portfolio decisions. The platform synthesizes complex clinical, scientific, and financial data into rapid, explainable asset assessments — helping BD, portfolio strategy, and R&D teams make faster, more confident go/no-go decisions on clinical-stage assets.

The company is venture-backed by leading healthcare and technology investors and is scaling rapidly following a recent funding round. It's a small, high-caliber team building something new in the life-sciences dealmaking space, where every hire has meaningful impact on the product and the company's direction.

The Opportunity

We're seeking an exceptional Director of Customer Success to join during a pivotal growth phase. You'll own strategic relationships with the company's most important biopharma customers — driving deep platform adoption, measurable business outcomes, and retention. This is a high-impact, hands-on role 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 as a trusted advisor, aligning the platform with 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 strategies that influence the product roadmap and company direction
• Serve as the voice of the customer to Product, Engineering, Sales, and Scientific teams

Lead Implementation and Drive Adoption

• Orchestrate complex implementations including platform configuration, custom development, and data integrations aligned to customer use cases
• Design and execute account-specific onboarding, 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 usage
• Proactively communicate product updates and new use cases to maximize value realization

Own Commercial Success and Growth

• Develop and execute commercial strategy for your portfolio, identifying expansion opportunities and leading renewal negotiations toward industry-leading retention
• Monitor usage, engagement, and outcomes to proactively address at-risk accounts and surface upsell opportunities
• Transform satisfied customers into advocates who provide references, case studies, testimonials, and speak at industry events
• Partner with Sales on strategic expansion within existing accounts

Provide Expert Technical Support

• Diagnose and resolve platform issues through systematic troubleshooting, coordinating with Engineering on resolution
• Develop deep platform expertise to guide customers through sophisticated workflows
• Create feedback loops that ensure technical issues inform product improvements

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, portfolio management, and deal evaluation frameworks — able to 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 — able to quickly master sophisticated platforms and explain technical concepts to non-technical audiences
• Exceptional executive presence and communication skills, equally comfortable with C-suite and hands-on training
• Entrepreneurial mindset suited to a fast-paced, high-growth environment
• Track record of driving measurable customer outcomes and hitting retention/expansion targets

Bonus Points

• Direct experience in large-pharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy
• Experience coaching or leading customer success team members
• Hands-on experience with AI/ML platforms, advanced analytics, or decision-intelligence software
• Proficiency with customer success platforms (HubSpot, etc.)
• Advanced degree (MS, PhD, MBA) in life sciences, business, or a related field