Sr. Customer Success Director - Pharmaceutical Brands

This senior individual contributor role owns strategic relationships with major pharmaceutical brand clients and carries responsibility for retention, satisfaction, and account growth.
You will serve as a trusted advisor to stakeholders across brand, marketing, market access, and digital teams, helping clients turn complex data and technology into actionable insights.
The position combines customer success, strategic account management, project leadership, and commercial expansion across existing and new brand opportunities.
You will oversee service delivery, account health, executive communications, and cross-functional collaboration while ensuring client objectives are consistently met.
Beyond managing your own portfolio, you will shape scalable playbooks, processes, and enablement resources that strengthen the broader customer success organization.
Your expertise will also help inform product, marketing, and commercial decisions through a strong voice-of-customer approach.
This fully remote U.S. role is suited to an experienced pharmaceutical customer success or account management leader who thrives on autonomy, complex relationships, and measurable client impact.

• Bachelor’s degree in Business, Marketing, Life Sciences, or a related field; an MBA or advanced degree is preferred.
• 10+ years of experience in customer success, account management, sales, or a related field, with substantial experience serving pharmaceutical manufacturers.
• Proven account management experience within a service provider or customer success experience with a SaaS provider serving pharmaceutical organizations.
• Demonstrated success managing and materially expanding strategic client accounts, preferably in SaaS or service-oriented environments.
• Track record of achieving customer satisfaction, retention, and account growth objectives.
• Experience serving as the most senior client-facing owner for strategic accounts, including executive stakeholders and multi-brand relationships.
• Strong understanding of pharmaceutical manufacturer needs, commercial environments, and client relationship dynamics.
• Exceptional written and verbal communication skills, including the ability to present complex information clearly to senior stakeholders.
• Strong presentation skills and the ability to independently create polished, compelling client-facing materials.
• Ability to prioritize multiple clients and workstreams while maintaining high-quality service and internal performance objectives.
• Highly autonomous, intrinsically motivated, curious, and comfortable taking ownership in a fast-moving environment.
• Strong problem-solving skills with a solutions-oriented approach to complex client and operational challenges.
• Ability to build trust, communicate authentically, and collaborate effectively across internal and external teams.
• Strong integrity and sound judgment when navigating legal, regulatory, ethical, and business considerations.
• Experience designing scalable processes for cross-functional customer relationships, onboarding, retention, and support handoffs.
• Deep experience translating complex technology and data concepts for non-technical audiences.
• HealthTech startup experience is a plus.