Director of Customer Success

Job Summary

Leading the North America Customer Success team, the full-time Director of Customer Success will build and implement a global enterprise strategy, manage key relationships with strategic Pharma, MedTech, and Biotech clients, and drive team performance through mentorship and collaboration with Sales.

Key responsibilities

• Build and mentor a high-caliber North America Customer Success team, defining the strategic CSM role and developing supporting playbooks
• Personally manage a small portfolio of the largest strategic accounts, establishing relationships with key stakeholders and driving account success
• Own renewals and growth for North America accounts, collaborating with Sales on expansion strategies and accurately forecasting account health

Required qualifications

• 10+ years of experience in enterprise customer success and account management within B2B SaaS, particularly with large multi-region accounts
• 5+ years of leadership experience, including managing both individual contributors and team leaders
• Background in life sciences, particularly with quality, compliance, or GxP-regulated software
• Proven ability to build relationships with VP and C-level leaders at top life sciences organizations
• Bachelor's degree required; MBA or advanced degree preferred