Director of Customer Success
New
M
MedispendHealthcare SaaS
Anywhere in the US (United States)Full-TimeDirector
Salary130000 - 160000 USD per year
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Job Details
- Experience
- 7–10+ years of experience
Requirements
- 7–10+ years of experience in Customer Success, Account Management, or Operations leadership within SaaS.
- 5+ years of people leadership experience, including managing managers or senior individual contributors.
- Strong knowledge of life sciences commercial compliance (e.g., HCP engagement governance, transparency reporting programs) strongly preferred.
- Experience working with enterprise pharmaceutical, biotech, or medical device companies.
- Demonstrated success improving retention, reducing churn, and driving customer expansion.
- Experience in a cloud-based SaaS environment required.
- Bachelor’s degree required; advanced degree a plus.
- Executive presence and strong client-facing leadership.
- Data-driven decision-making with experience building and managing KPI dashboards.
- Deep understanding of customer lifecycle management in regulated industries.
- Strong cross-functional influence across Product, Engineering, and Sales.
- Structured risk management and escalation handling.
- Ability to balance strategic thinking with operational execution.
- Exceptional communication (written and verbal).
Responsibilities
- Own retention strategy and net revenue retention across the Commercial Compliance customer base.
- Establish and oversee structured customer health monitoring, including risk identification and mitigation plans.
- Lead executive-level engagement for priority and at-risk accounts.
- Lead Customer Success Managers and Support personnel within the Commercial Compliance practice.
- Define roles, accountability models, and performance expectations for the team.
- Partner with Implementation to ensure smooth onboarding and client stabilization.
- Collaborate with Product Management to prioritize enhancements tied to regulatory changes and client needs.
- Serve as executive sponsor for key enterprise accounts.
- Engage directly with Compliance and Legal leaders at pharmaceutical and medical device companies.
- Identify opportunities to deepen adoption of Transparency and Stakeholder Engagement solutions.
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