[Hiring] Senior Customer Success Director @PrescriberPoint

Role 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.
• Pursue and close additional revenue across existing and new brands.
• The work you do here shapes the model the rest of the customer success organization follows.

Qualifications

• 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.
• 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.

Requirements

• Serve as the primary point of contact for a portfolio of top-tier pharmaceutical brand clients.
• Develop a deep understanding of each client's business needs, challenges, and objectives.
• Provide proactive and preemptive service — conduct regular check-ins to solicit feedback.
• Conduct regular account reviews, providing strategic recommendations and progress reports against KPIs.
• 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.
• Identify opportunities for upsell, cross-sell, and additional brand penetration.
• Oversee the delivery of services, ensuring that all deliverables meet high standards and deadlines.
• Manage project timelines, resource allocation, and client expectations.
• Provide product training, onboarding, and ongoing support to client teams as needed.
• Monitor and report on client health metrics, using data to track engagement and satisfaction levels.
• Prepare and present client-facing reports and presentations.
• Create scalable playbooks, templates, and enablement tools.
• Mentor and coach less experienced customer success managers.
• Lead voice-of-customer strategy across the organization.

Benefits

• 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.
• 401(k) w/matching.
• 90% coverage of healthcare premiums.
• HSA/FSA options (we cover the entire deductible for the former).
• Open PTO.
• Remote stipend.
• Yearly education budget.