Head of Client Success
Core
Drive enterprise retention and long-term customer value creation through product adoption, strategic account planning, and executive engagement for life sciences clients.
Role type
Senior leadership IC (Head of Client Success)
Builds
Scalable customer success operating models, retention strategies, and executive engagement programs for enterprise SaaS clients.
Domain
Life Sciences / Healthcare / Enterprise SaaS
Required skills
Enterprise account management, C-suite relationship building, customer retention strategy, revenue expansion (upsell/cross-sell), data analytics, organizational scaling, AI adoption, cross-functional partnership, strategic planning, talent development
Preferred skills
Net revenue retention (NRR) optimization, digital/tech-touch CS models, AI-powered engagement automation, customer lifecycle program design, predictive retention modeling, global team management, industry thought leadership
Technologies
Enterprise SaaS platforms, CRM systems, Data analytics tools, AI/automation frameworks
Responsibilities
Develop and execute customer success strategy aligned with growth objectives; Own customer retention and revenue expansion across the portfolio; Lead strategic account planning and governance with Sales; Drive customer adoption and time-to-value; Establish customer health frameworks and performance metrics; Use data and analytics to optimize engagement; Lead executive customer relationships as a trusted advisor; Partner cross-functionally with Sales and Product; Translate customer insights into business strategy; Design scalable operating models balancing high-touch and digital approaches; Establish operational rigor and accountability; Lead, develop, and scale a high-performing organization; Champion AI adoption and digital transformation; Communicate business performance to executive leadership; Represent the company as a strategic partner and thought leader.
