Associate Director of Customer Success

Job Summary

Leading a client-facing commercial team, the full-time remote Associate Director of Customer Success will manage strategic accounts, drive new business acquisition, and ensure customer retention and account expansion in the ophthalmology sector.

Key responsibilities

• Own and develop a portfolio of strategic customer accounts, conducting regular business reviews and maintaining senior-level relationships
• Provide direct management and coaching for Customer Success Managers, setting clear objectives and reviewing performance regularly
• Lead team-level bookings performance and new customer acquisition, guiding the sales cycle from prospect engagement to contract execution

Required qualifications

• Bachelor's degree in Life Sciences, Business, or a related discipline; advanced degree preferred
• 8-10+ years of experience in customer success, strategic account management, or business development, preferably in pharma or clinical trial services
• Proven track record in managing customer-facing commercial teams with accountability for sales performance and strategic accounts
• Strong understanding of clinical research services and commercial decision-making processes
• Experience with Salesforce and managing sales pipelines and forecasts