Head of Customer Success - Remote

Overview

The Head of Customer Success will be responsible for establishing and leading a high-performing Customer Success function that drives member retention, supports renewals, and enhances customer satisfaction.

In Short

• Establish the Customer Success Function to enable member/customer retention.
• Define and implement renewals processes with best practices.
• Develop and optimize the customer success playbook.
• Create processes to improve Customer Satisfaction scores.
• Define metrics to measure member/customer health.
• Refine communication cadence with clients.
• Own the member/customer onboarding process.
• Manage and develop the Customer Success team.
• Define reporting packs and dashboards with Business Intelligence.
• Build churn forecasting models to inform Finance and CCO.

Requirements

• Proven success in a Customer Success management role.
• Experience managing key customer lifecycle processes.
• Ability to lead and inspire teams in a transformational environment.
• Experience in pharmaceutical, biotechnology, or healthcare industries.
• Strong communication skills across multiple organizational levels.
• Ability to influence and present effectively.
• Collaborative networking style to build strong relationships.
• Commercial acumen in driving retention and churn mitigation strategies.
• Data-driven and proficient in CRM and sales operations solutions.

Benefits

• Opportunity to lead a high-performing team.
• Engagement with diverse life science organizations.
• Flexible home-based working arrangement.
• Potential for international travel.
• Impactful role in driving customer satisfaction.