Verbatim Pharma · 2 weeks ago
Director of Customer Success - Pharmaceuticals
Tennessee, United States
Full-time
Onsite
Director/Executive
8+ years expVerbatim Pharma is seeking a Director of Customer Success in the Pharmaceutical Industry. This role involves taking full ownership of key customer relationships while leading a team of Account Managers and Project Managers, ensuring strong collaboration between departments to enhance customer satisfaction and operational efficiency.
EmploymentRecruitingStaffing Agency
Hiring Manager
Roya Robeson
Responsibilities
Own and lead key customer relationships, ensuring issues are resolved, not just discussed
Stay close to day to day operations, acting as a true bridge between customers and internal teams
Design, improve, and embed customer processes, including documentation, feedback loops, and follow up discipline
Balance customer needs with operational reality - acting as a calm, honest voice at leadership level
Lead a team of Customer Account Managers and Project Managers (3–4 direct reports)
Sit between Account Management and Project Management, ensuring accountability, clarity, and execution
Break down silos between departments through collaboration - not control
Qualification
Required
Background in pharma / pharma services (must have!)
Around 8+ years of experience in customer facing leadership roles in the pharmaceutical industry
Experience owning complex customer relationships in demanding environments - multi-customer / CDMO / Clinical Trial Supply would be ideal
A background that could include customer operations, account management, supply chain, project management, or clinical operations
Confidence handling difficult conversations while maintaining trust and professionalism
A calm, grounded leadership style - not overly aggressive, not overly passive
A collaborative mindset - you work with leaders, not around them
Preferred
Roles such as Senior Customer Service Manager / Director of Customer Operations / Supply Chain Manager / Clinical Trial Operations / Senior Project Manager
Company
Verbatim Pharma
Verbatim Pharma provides recruitment services for pharmaceutical and pharma services companies.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase