Sr. Customer Success Director - Pharmaceutical Brands at PrescriberPoint in United States

Job description

• The Senior Director of Customer Success owns PrescriberPoint's largest and most complex pharmaceutical brand relationships. This is a senior individual contributor role: you will personally lead a portfolio of top-tier manufacturer accounts, set the standard for how we serve them, and carry the commercial responsibility for retaining and expanding that book of business.
• Both account management and internal sales are central to the position. You will build trusted relationships across brand, marketing, market access, and digital teams at each manufacturer; translate complex data and technology into insight your clients can act on; and pursue and close additional revenue across existing and new brands. The work you do here — the playbooks you write, the account reviews you run, the way you handle a hard conversation — shapes the model the rest of the customer success organization follows.

Responsibilities

• Account Management & Client Relationships
• Serve as the primary point of contact for a portfolio of top-tier pharmaceutical brand clients, building and maintaining trusted relationships at multiple touchpoints that can be leveraged to expand our business within that manufacturer.
• Develop a deep understanding of each client's business needs, challenges, and objectives to drive account retention and growth.
• Provide proactive and preemptive service — conduct regular check-ins to solicit feedback, address issues, and share updates before clients have to ask.
• Conduct regular account reviews, providing strategic recommendations and progress reports against KPIs.
• Strategic Customer Success Planning
• Create, execute, and continuously optimize customer success strategies tailored to each client.
• Collaborate with sales, product, and marketing to develop solutions that align with clients' current goals and projected future needs.
• Identify opportunities for upsell, cross-sell, and additional brand penetration and, drawing on the full resources of the firm, pursue and close them.
• Develop and maintain a deep understanding of our products, our development roadmap, and the needs of our current and target clients.
• Operational & Project Management
• Oversee the delivery of services, ensuring that all deliverables meet high standards and deadlines.
• Manage project timelines, resource allocation, and client expectations through effective planning and execution.
• Provide product training, onboarding, and ongoing support to client teams as needed.
• Troubleshoot issues as they arise, proactively seeking resolutions to maintain client satisfaction.
• Data-Driven Insights & Reporting
• Monitor and report on client health metrics, using data to track engagement, product usage, and satisfaction levels.
• Prepare and present client-facing reports and presentations that convey detailed, complex information clearly and highlight achievements, key metrics, and future opportunities.
• Use analytics to identify trends, proactively call out and address areas for improvement, and implement best practices.
• Organizational Leadership & Enablement
• Create scalable playbooks, templates, and enablement tools that raise the standard of account management across the customer success team.
• Mentor and coach less experienced customer success managers through account strategy, client escalations, and executive communications — without formal reporting authority.
• Lead voice-of-customer strategy across the organization, bringing client insight into product, marketing, and commercial planning.
• Design and influence scalable cross-functional processes for onboarding, retention, escalation, and support handoffs.

Requirements

• Makes Teams Work: Internally and within client organizations, has the ability to herd, lead, and guide cats to perform for us.
• Communicates Effectively: Exceptional written and verbal communication skills, with experience presenting to senior client stakeholders. Creates powerful, compelling presentations that convey complex information simply, and generates client-ready communications with minimal supervision.
• Gets Stuff Done: Can prioritize multiple clients and respective workstreams to deliver both outstanding client service and internal KPIs.
• Intrinsically Motivated: Prefers and leverages the power of autonomy. Relishes challenges. Incorporates purpose into their work.
• Finds Solutions, Not Barriers: Leads with ingenuity, understands obstacles in order to overcome them, and doesn't get lost in the forest in achieving our mission and vision. Can prioritize creating value.
• Brings and Honors Authenticity: Speaks openly. Respects others' voices and values different perspectives, internally and externally. Invites others to bring their authentic selves to work.
• Acts with Integrity & Builds Trust: Conducts themselves with the utmost integrity. Not afraid to make difficult decisions to comply with legal, regulatory, and ethical standards. Upholds our trust-based guidelines.
• Functional Fluency: Designs scalable processes for cross-functional collaboration on customer relationships, onboarding, retention, and support handoffs. Influences org-wide systems by integrating cross-functional needs into those processes.
• Work Product: Owns strategic segments and account health initiatives. Creates scalable playbooks and CSM enablement tools. Aligns CS process improvements with business goals.
• Domain Knowledge: Leads voice-of-customer strategy across the organization. Applies deep knowledge of customer relationships, onboarding, retention, and support handoffs to guide cross-team problem-solving. Actively participates in the marketplace to remain current on trends.
• Technical Translation: Deep experience working with and explaining complex technological and data concepts to non-technical audiences.
• Unrelenting Curiosity: Constantly explores “what's possible?” on behalf of clients and the business.
• Bachelor's degree in Business, Marketing, Life Sciences, or a related field; MBA or advanced degree preferred.
• 10+ years of experience in customer success, account management, sales, or a related field, with substantial time spent servicing pharmaceutical manufacturers.
• Account management from a service provider and/or customer success experience with a SaaS provider serving pharmaceutical manufacturers.
• Proven track record of managing and materially expanding client accounts, ideally in a SaaS or service-oriented environment, and of meeting and exceeding customer satisfaction and retention goals.
• Experience operating as the most senior client-facing owner on strategic accounts, including navigating executive stakeholders and multi-brand relationships.
• HealthTech start-up experience is a big plus.

Skills

Required

• Account management
• Customer success
• Client relationship management
• Strategic planning
• Upselling and cross-selling
• Project management
• Data analysis and reporting
• Presentation skills
• Mentoring and coaching
• Cross-functional collaboration
• Technical translation
• Communication

Preferred

• HealthTech start-up experience

Benefits

• So, why (on earth!) would you want to leave what you’re doing and join us?
• We have a really good shot at improving millions of lives and careers of HCPs, Patients, and their families (and even their pets!)
• We hire adults with a Trust-first/It's All Life philosophy
• We have some great benefits for a firm at our stage: 401(k) w/matching, all kinds of insurance, 90% coverage of healthcare premiums, HSA/FSA options (we cover the entire deductible for the former), log on from wherever, Open PTO (which leaders use!), remote stipend, yearly education budget, and working with some of the smartest yet humblest and respectful people in the business
• We’re (objectively) way better looking than our competitors :-)
• Base Salary: $150,000 – $180,000, depending on experience, location, and qualifications.
• Bonus/Commission: Up to 20% of base salary, based on performance metrics.
• Equity: Eligible for company stock options.