Director, Customer Success

Academic Key; Basel; On-site; CHF 117,000 - 150,000; Full time

Benefits offered by this job

Equity

Bonus

Job summary

Prudentia Sciences in Basel, Switzerland, seeks a Director of Customer Success to lead a portfolio of strategic biopharma accounts. You will drive platform adoption, retention, and expansion, influencing product strategy and maintaining executive relationships.

You will own implementation, onboarding, and renewal negotiations, and you will collaborate across Product, Engineering, Sales, and Scientific teams to deliver value.

Qualifications

• 8+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharma/life sciences
• Strong understanding of drug development processes and deal evaluation frameworks
• Able to navigate multi-stakeholder decision-making in large enterprises
• Excellent executive communication and business-voice skills

Responsibilities

• Own a portfolio of strategic biopharma accounts from onboarding to retention and expansion
• Develop and execute account-level strategies and lead renewal negotiations
• Monitor usage, engagement, and business outcomes to grow accounts
• Transform satisfied customers into advocates through references, case studies, testimonials, and speaking engagements
• Represent the voice of the customer to Product, Engineering, Sales, and Scientific teams to shape roadmaps
• Lead complex customer implementations, including platform configuration and data integrations
• Design onboarding strategies with executive workshops and hands-on trainings
• Communicate product updates and new capabilities to maximize value realization
• Provide expert technical support and coordinate with Engineering for resolutions
• Develop deep platform expertise to answer advanced questions and guide workflows
• Create feedback loops to inform long-term product improvements

Skills

Customer success

Management consulting

Partnerships

Account management

Implementation

Job description

Basel, Switzerland Full Time

Director, Customer Success

Prudentia Sciences · Basel, Switzerland

About Prudentia Sciences

Prudentia Sciences is the scientific intelligence layer powering life sciences dealmaking. We bring together expert-developed scientific diligence frameworks, AI reasoning trained on drug development, and a unified evidence base to accelerate investment in breakthrough therapies. As a trusted third party operating between buyer and seller, we help build conviction through every stage of the deal, faster. We replace fragmented workflows with a single system that surfaces what matters earlier. Backed by GV (Google Ventures), McKesson, Iaso Ventures, Virtue, and SignalFire - and built by people who have sat on every side of the table in life sciences dealmaking - we’re on a mission to bring expert scientific judgment to every deal decision, at AI scale.

The Opportunity

We’re looking for a Director of Customer Success to manage and scale a portfolio of strategic biopharma accounts. You’ll own commercial outcomes for Top-25 biopharma customers, driving platform adoption, retention, and expansion to build a "business within the business". Customer feedback from your portfolio will directly inform our product roadmap and operating model. You’ll operate with the judgment of an owner, not just execute a playbook.

What You’ll Own

• Commercial strategy – Own a portfolio of strategic biopharma accounts; drive the full commercial lifecycle - from implementation and onboarding through to retention and partnership expansion
• Develop and execute account-level strategy, identifying expansion opportunities and leading renewal negotiations to achieve industry-leading retention rates
• Monitor usage patterns, engagement signals, and business outcomes to proactively grow accounts and manage partnership signals
• Transform satisfied customers into vocal advocates who provide references, case studies, testimonials, and speak at industry events
• Serve as the voice of the customer to Product, Engineering, Sales, and Scientific teams, ensuring market feedback drives our product roadmap and strategic priorities

Lead Implementation and Drive Adoption

• Orchestrate complex customer implementations including platform configuration, custom development, and data integrations aligned to customer use cases
• Design and execute account-specific onboarding strategies, facilitating executive workshops, design sessions, and hands-on trainings that accelerate time-to-value
• Proactively communicate product updates, new capabilities, and innovative use cases to maximize customer value realization
• Provide Expert Technical Support – Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution paths
• Develop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflows
• Create feedback loops that ensure technical issues inform long-term product improvements

Who You Are

Essential Qualifications

• 8+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharmaceutical, biopharma, biotech, or life sciences industries
• Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks
• Demonstrated ability to navigate complex, multi-stakeholder decision-making within large enterprise organizations
• Strong technical aptitude, with the ability to quickly master sophisticated software platforms and translate technical capabilities into business value
• Exceptional executive communication skills
• Entrepreneurial mindset with comfort operating in fast-paced, high-growth environments where priorities evolve quickly

Bonus points

• Direct experience in biopharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy roles
• Track record of driving measurable customer outcomes, achieving retention and expansion targets
• Hands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence software
• Proficiency with customer success platforms (HubSpot, etc.)
• Advanced degree (MS, PhD, MBA) in life sciences, business, or a related field

Location

We are strongly prioritizing candidates based in London (UK), Dublin (Ireland), or Basel (Switzerland) to support our EU-based clients. Today this role will be remote as we do not have a physical office in these locations, but as we scale, we intend to be hybrid 2x per week (Tues/Thurs).

Compensation

Compensation: €89K - €110K

Offers Equity

Offers Bonus

Multiple Ranges Dublin, Ireland

€89K - €110K

Offers Equity

Offers Bonus

Multiple Ranges London, England

£85K - £110K

Offers Equity

Offers Bonus

Multiple Ranges Basel, Switzerland

CHF 117K - CHF 150K

Offers Equity

Offers Bonus