Twist Bioscience · 17 hours ago
Sr Director, Customer Relationship Management
South San Francisco, CA
Full-time
Onsite
Director/Executive
$240K/yr - $300K/yr
12+ years expTwist Bioscience is a company that synthesizes genes from scratch, and they are seeking a Sr. Director of Customer Relationship Management to lead the strategic development and optimization of their CRM systems. The role involves overseeing a team to maximize customer lifetime value and ensure compliance in a highly regulated environment while driving the adoption of Salesforce across various teams.
B2BBiotechnologyChemicalHealth CareLife Science
Responsibilities
Define the vision, developing and executing a multi-year CRM roadmap aligned with our commercial and customer experience goals
Drive adoption, leading the effort to maximize the use of the Salesforce platform across Sales, Marketing, and Service teams
Measure success by defining, tracking, and reporting key CRM performance indicators to executive leadership, including customer retention, pipeline health, and user proficiency
Own the platform, acting as the ultimate subject matter expert for the CRM ecosystem, overseeing all implementation, configuration, and governance
Direct projects, counseling project managers leading all major CRM-related projects, including new Salesforce MarketingCloud rollouts, enterprise integrations (ERP, Marketing Automation), and system enhancements
Own data integrity, establishing rigorous data governance policies to ensure the integrity, quality, and compliance of all customer data within the platform
Ensure all CRM strategy and technology strictly adhere to relevant regulatory requirements (e.g., HIPAA, GDPR, GxP, and data privacy) for the pharmaceutical/med device sector
Lead, mentor, and grow a high-performing team of CRM analysts and developers, fostering a culture of technical excellence and collaboration
Strategic Leadership & Architecture: In collaboration with our Platform Team and our technical platform architects, define and execute the long-term architectural roadmap for our CRM, ensuring scalability, maintainability, and alignment with industry best practices
Technical Team Management: Lead, mentor, and develop a high-performing team of CRM admins, software developers, analysts, and specialists, fostering a culture of continuous improvement, technical excellence, robust software development practices, and regulatory compliance
Software Development & Implementation: Oversee the full Software Development Life Cycle (SDLC) for our CRM, including detailed requirements gathering, system design, coding standards, development, rigorous testing, validation, deployment, and post-go-live support
System Optimization & Support: Drive continuous improvement and feature enhancement of existing CRM functionalities, identify opportunities for process automation, and advanced data utilization and forecasting. Ensure robust system performance, availability, and audit readiness through proactive monitoring and maintenance
Cross-Functional Collaboration: Partner closely with the platform architecture and infrastructure teams, Sales, Sales Operations, Global Support, Manufacturing Operations, Quality Assurance, Process Development, and Regulatory Affairs teams to define CRM requirements, design seamless integrations with other enterprise systems (e.g., ERP, eCommerce), and ensure compliant data flow across the biomanufacturing ecosystem
Data Integrity & Reporting: Architect and ensure the accuracy, integrity, traceability, and security of all data within the CRM, critical for regulatory submissions and audit trails. Develop and implement robust reporting, analytics, and data visualization capabilities to support operational decision-making and quality reviews
Compliance & Validation: Ensure our CRM solutions comply with relevant regulations (e.g., SOX, HIPAA, GDPR, GxP, and data privacy), and internal quality standards. Oversee and execute comprehensive computer system validation activities specifically tailored for custom software
Vendor & Internal Resource Management: Manage relationships with any external software development contractors or technology partners, ensuring effective collaboration, adherence to standards, and delivery of services. Optimize the utilization of internal development resources
Budget Management: Develop and manage the CRM budget, optimizing resource allocation for both internal development and external services, and demonstrating ROI for CRM investments
Change Management: Lead change management efforts related to CRM development, implementations, and upgrades, ensuring user adoption, effective user training programs, and adherence to change control procedures for custom software releases
Qualification
Required
Masters degree or higher in Business, Marketing, Information Technology, Computer Science, Software Engineering, Electrical Engineering, BioEngineering, Structural Biology, Chemistry, or a related technical field
12+ years of progressive experience in CRM, Commercial Operations, software development and technical leadership, with 5+ years in a leadership/Director-level role managing an enterprise CRM platform
Expert-level proficiency in the Salesforce platform (Sales Cloud, Service Cloud, Experience Cloud, etc.) as a system owner or strategic consultant
Proven track record of successfully implementing and/or managing Salesforce within the Life Science/Healthcare industry (Pharma, Biotech, or Med Device)
Active Salesforce Administrator or Consultant certification (e.g., Sales Cloud Consultant, Platform App Builder)
Proven leadership experience, with at least 5 years managing and developing a team of software developers and technical professionals
Preferred
Experience with Veeva CRM or Salesforce Health Cloud
Additional Salesforce certifications (e.g., Advanced Administrator)
Experience integrating Marketing Automation (e.g., Marketing Cloud/Pardot) with Salesforce
Experience with specific biopharmaceutical manufacturing processes or modalities (e.g., cell and gene therapy, mAbs, vaccines)
Familiarity with Industry 4.0 concepts, IoT, and advanced manufacturing technologies in a biotech context
Certifications in project management (PMP), Agile methodologies, or relevant software architecture certifications
Experience with cloud platforms (e.g., AWS, Azure, GCP) and DevOps practices
Direct experience participating in regulatory audits (e.g., FDA inspections, SOX) specifically related to custom software and validations
Experience with data analytics tools and methodologies for monitoring and quality control in biotech
Benefits
Bonus
Equity
Generous benefits package
Company
Twist Bioscience
Twist Bioscience is a biotechnology company that offers synthetic DNA solutions, gene synthesis, and variant libraries.
501-1000 employees
H1B Sponsorship
Twist Bioscience has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (14)
2023 (22)
2022 (19)
2021 (4)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
$553.11MKey Investors
Capital World InvestorsBiomatics Capital PartnersIllumina
2022-02-09Post Ipo Equity· $250M
2020-01-27Post Ipo Equity· $50M
2018-10-30IPO
Leadership Team
Emily Leproust
CEO
Siyuan Chen
Chief Technology Officer
Recent News
Genetic Engineering News
2026-01-17
2026-01-16
Company data provided by crunchbase