Client Success Director

United StatesRemoteFull-timeexecutive

Customer Success ManagerCustomer

1 views0 saves0 applied

Apply Now

Quick Summary

Requirements Summary

Bachelor’s degree or equivalent practical experience. At least 5 years of experience managing complex client accounts, with responsibility for commercial performance and service delivery.

Technical Tools

Customer Success ManagerCustomer

The Client Success Director will lead strategic client relationships, ensuring exceptional service delivery, long-term retention, and sustainable account growth.
In this role, you will serve as the primary strategic point of contact for key clients, coordinating engagement across multiple business units and internal teams.
You will develop trusted partnerships by understanding client objectives, aligning expectations, and ensuring solutions deliver measurable business value.
Working in a global, cross-functional environment, you will collaborate with Sales, Operations, and other stakeholders to optimize account performance and strengthen client satisfaction.
You will proactively monitor account health, resolve challenges, and identify opportunities to improve service quality and expand existing partnerships.
Your work will contribute to commercial success, stronger client advocacy, and continuous improvement across services supporting clinical research and patient outcomes.
This is a full-time remote opportunity for a commercially minded relationship leader who combines strategic thinking, operational oversight, and a strong commitment to client success.

Lead Strategic Client Relationships: Build and maintain trusted relationships with key client stakeholders, establish effective governance structures, and serve as the primary strategic contact across the organization’s business units.
Develop Account Strategies: Understand client goals, business priorities, and operational needs, partnering with Sales and Operations to create and execute short- and long-term account plans.
Represent the Voice of the Customer: Communicate client expectations, feedback, and priorities internally to ensure alignment, strengthen collaboration, and improve the overall client experience.
Drive Client Satisfaction and Retention: Translate client feedback into proactive improvement initiatives, strengthen relationship quality, and support higher satisfaction scores, renewals, and long-term retention.
Identify Growth Opportunities: Partner with Sales to identify and support cross-selling and upselling opportunities, maximize client value, and contribute to account revenue growth and profitability.
Monitor Account Performance: Track account health, service-level agreements (SLAs), key performance indicators (KPIs), and deliverables, identifying risks early and coordinating mitigation plans.
Manage Issues and Escalations: Facilitate timely, effective resolution of client concerns, minimizing disruption and reducing potential impacts on patients and service end users.
Promote Continuous Improvement: Work with clients and internal teams to identify operational enhancements, develop innovative solutions, and improve service delivery.
Strengthen Client Advocacy: Build durable partnerships and encourage key stakeholders to become advocates for the organization’s products, services, and capabilities.
Measure Commercial and Relationship Outcomes: Evaluate performance through client satisfaction, Net Promoter Score (NPS), relationship depth, retention, revenue growth, and account profitability.

Requirements

~1 min read

Bachelor’s degree or equivalent practical experience.
At least 5 years of experience managing complex client accounts, with responsibility for commercial performance and service delivery.
At least 3 years of experience in the life sciences industry; experience with clinical data or endpoint collection services is preferred.
Proven ability to work independently, take ownership of outcomes, and navigate a complex, global, matrixed organization.
Strong stakeholder management skills, with the ability to communicate and collaborate effectively across organizational levels, including executive leadership, Quality, Medical, Research and Development (R&D), and Operations.
Demonstrated commercial acumen, with a focus on client satisfaction, value realization, retention, and account growth.
Experience developing and implementing strategic account plans that address both immediate client priorities and long-term business objectives.
Ability to manage change through clear communication, stakeholder alignment, and effective coordination across teams.
Strong conflict resolution and problem-solving skills, with a logical, diplomatic, and solutions-oriented approach.
Excellent interpersonal and relationship management abilities, including written and verbal communication, organization, adaptability, and emotional intelligence.
Ability to balance client needs, operational requirements, and commercial objectives while maintaining a high standard of service.