Director, Customer Success

About the role

Prudentia Sciences is seeking a Director of Customer Success to manage and scale a portfolio of strategic biopharma accounts. You will own commercial outcomes for top biopharma customers, driving platform adoption, retention, and expansion.

Key responsibilities

• Own a portfolio of strategic biopharma accounts and drive the full commercial lifecycle from implementation to partnership expansion.
• Develop and execute account‑level strategies, identify expansion opportunities, and lead renewal negotiations to achieve industry‑leading retention rates.
• Monitor usage patterns and business outcomes to proactively grow accounts and manage partnership signals.
• Transform satisfied customers into vocal advocates for references, case studies, and industry events.
• Lead complex customer implementations, including platform configuration, custom development, and data integrations.
• Provide expert technical support, diagnose platform issues, and coordinate resolutions with Engineering.

Required profile

• 8+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharmaceutical, biopharma, biotech, or life sciences.
• Strong technical aptitude with the ability to master sophisticated software platforms quickly.
• Exceptional executive communication skills and ability to navigate complex, multi‑stakeholder decision‑making.
• Entrepreneurial mindset comfortable in fast‑paced, high‑growth environments.

Required skills

• Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks.
• Experience with AI/ML platforms, advanced analytics tools, or decision intelligence software.
• Proficiency with customer success platforms such as HubSpot.