[Hiring] Head of Client Success and Delivery @Veeva Systems

Role Description

The Head of Client Success and Delivery will drive enterprise retention through product adoption and drive long-term customer value creation in the client portfolios. If you're ready to lead transformational client success initiatives and make a lasting impact on our business and our clients, we'd love to hear from you.

What You'll Do

• Develop and execute customer success strategy aligned with company growth objectives, customer business outcomes, retention, and long-term customer value creation.
• Own customer retention and support sales in revenue expansion across the customer portfolio, renewals, net revenue retention, cross-sell, upsell, and overall account growth.
• Lead strategic account planning and governance in partnership with Sales, establishing account plans, executive engagement models, and processes to identify and capture growth opportunities.
• Drive customer adoption and time-to-value by developing success plans that accelerate implementation, product utilization, business impact, and realization of customer ROI.
• Establish customer health frameworks and performance metrics to measure adoption, engagement, customer satisfaction, renewal risk, retention, expansion, and overall portfolio performance.
• Use data, analytics, and experimentation to identify opportunities, evaluate program effectiveness, optimize customer engagement, and continuously improve customer success strategies.
• Lead executive customer relationships by serving as a trusted advisor, executive sponsor, and escalation point for strategic accounts and complex customer challenges.
• Partner cross-functionally with Sales and Product to align customer priorities with product strategy, commercial objectives, and service delivery.
• Translate customer insights into business strategy by identifying emerging customer needs, market trends, adoption barriers, and opportunities for product innovation and go-to-market improvement.
• Design scalable customer success operating models that balance high-touch strategic engagement with digital, programmatic, and self-service approaches to improve efficiency and customer lifetime value.
• Establish operational rigor and accountability through standardized processes, success methodologies, portfolio reviews, forecasting, performance dashboards, and continuous improvement initiatives.
• Lead, develop, and scale a high-performing organization by recruiting, coaching, retaining, and developing talent; establishing clear performance expectations; and building leadership succession.
• Champion AI adoption and digital transformation across the customer success organization, identifying opportunities to automate administrative work, improve decision-making, and enable teams to focus on strategic customer engagement.
• Communicate business performance and strategic priorities to executive leadership, presenting customer insights, retention and growth results, operational performance, risks, and recommendations.
• Represent the company as a strategic partner and industry thought leader through executive engagements, customer forums, and external industry relationships.

Qualifications

• 15+ years of progressive experience in client services, account management, customer success, or related client-facing leadership roles, with a track record of managing complex client relationships and driving business growth.
• 7+ years of experience leading client services, account management, or customer-facing teams, including developing talent, scaling operations, and delivering measurable client and business outcomes.
• Demonstrated experience managing complex enterprise accounts and building trusted relationships with C-suite executives and senior stakeholders.
• Experience in healthcare, life sciences, pharmaceuticals, biotechnology, medical technology, or other regulated industries.
• Proven track record of driving customer adoption across the product portfolio.
• Strong commercial and financial acumen, including account growth strategy, revenue forecasting, customer lifetime value, and return on investment.
• Experience building and implementing scalable Customer Success strategies, operating models, processes, and governance frameworks.
• Demonstrated ability to use customer data, analytics, and performance metrics to assess customer health, identify risks, and drive business outcomes.
• Experience partnering cross-functionally with Sales, Product, and Marketing to achieve customer and company objectives.
• Proven ability to lead organizational change, improve operational effectiveness, and drive continuous improvement.
• Exceptional executive communication, negotiation, influencing, and relationship management skills.
• Demonstrated ability to recruit, coach, develop, and retain high-performing teams while establishing a culture of accountability and continuous learning.
• Bachelor's degree or equivalent relevant professional experience.

Nice to Have

• Proven track record of driving customer retention, renewals, revenue expansion, and net revenue retention across enterprise customer portfolios.
• Experience building and scaling digital, tech-touch, or programmatic Customer Success models that serve large customer populations efficiently.
• Experience implementing AI-powered customer engagement, agentic workflows, and automation to improve customer outcomes and team productivity.
• Experience designing customer lifecycle programs, including digital onboarding, adoption campaigns, lifecycle communications, and self-service experiences.
• Familiarity with experimentation frameworks, behavioral analytics, leading indicators, and data-driven optimization of customer engagement programs.
• Experience in enterprise SaaS, cloud software, CRM, data platforms, or other technology-enabled business solutions.
• Experience translating customer insights and market trends into product strategy, roadmap priorities, and go-to-market initiatives.
• Experience developing customer health scoring, predictive retention models, adoption metrics, and portfolio performance dashboards.
• Experience managing global or geographically distributed customer success teams and enterprise customer portfolios.
• Experience establishing executive customer advisory programs, strategic partnerships, and industry thought leadership.
• Master's degree in business, technology, or a related discipline.

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect:

• Follow the application process and submit your resume.
• If moving to the interview stage, our process is as follows:
• A conversation with the hiring manager
• A personality assessment
• A practical case exercise
• A final conversation with our group's Senior Leader
• Once all interviews are complete, the manager will be in touch with a final decision.

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program

Compensation

Base pay: $200,000 - $270,000. The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.