Director, Customer Success
Core
Lead North America enterprise and mid-market customer success strategy, personally own strategic Pharma/MedTech/Biotech accounts, and build a high-caliber team of senior CSMs.
Role type
Director, Customer Success (Commercial/Strategic)
Builds
Enterprise customer success model, playbooks, and strategic account plans
Domain
B2B SaaS / Life Sciences (Pharma, MedTech, Biotech)
Required skills
Enterprise customer success leadership, B2B SaaS account management, Life sciences domain expertise, C-level relationship building, Renewal and growth negotiation, Team building and mentorship, AI and data utilization, Implementation partnership
Preferred skills
MBA or advanced degree, Experience with GxP-regulated software
Technologies
AI tools, Data analytics platforms
Responsibilities
Lead and mentor the North America CS team, Define strategic CSM roles and playbooks, Personally own and manage key strategic accounts, Drive renewals and account expansion with Sales, Utilize AI and data to improve team efficiency, Partner with Professional Services and EMEA leadership
Seniority
Director, hands-on leadership
