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Acunor · 1 day ago

Director - Customer Success (Life Sciences)

Boston, MA

Full-time

Onsite

Director/Executive

$180K/yr - $190K/yr

10+ years exp

Acunor is a company focused on life sciences clients, and they are seeking a Director of Customer Success to lead a high-performing team. This role is crucial in ensuring exceptional client experiences, driving measurable outcomes, and building long-term strategic partnerships.

AnalyticsCloud ManagementDatabaseInformation TechnologyStaffing Agency

Responsibilities

Act as the voice of the customer internally, to influence service & operational enhancements

Serve as the executive sponsor for key accounts

Set and maintain client expectations

Ensure alignment between client objectives and service delivery

Build and maintain strong relationships with senior stakeholders

Develop and execute a comprehensive customer success strategy aligned with organizational goals

Partner with Sales, Delivery & Operations teams to ensure seamless onboarding, delivery/adoption, and retention

Leverage data-driven insights to identify trends, risks, and opportunities for upsell and cross-sell

Implement scalable processes and tools to improve efficiency and customer experience

Establish KPIs and performance metrics to measure service performance and customer satisfaction

Establish the client-governance model and lead facilitation of quarterly business reviews with the client

Drive continuous improvement initiatives across the customer lifecycle

Qualification

Customer Success StrategyPharmaceutical Industry ExperienceLeadership ExperienceCRM ProficiencyAnalytical MindsetExecutive PresenceCommunication SkillsNegotiation Skills