Head of Customer Success & Growth

Rivia; Zürich; On-site; CHF 180,000 - 280,000; Full time

Job summary

Rivia in Zurich is seeking a hands-on Head of Customer Success to lead post-sales value delivery, onboarding, adoption and renewal readiness.

You will build a scalable function across Customer Engagement and Solutions Engineering, partnering with Sales and serving strategic biotech and pharmaceutical customers.

This leadership role requires strong people skills, technical credibility and a data-driven approach to demonstrate measurable impact.

Qualifications

• Experience leading customer-facing teams in a B2B technology environment.
• Background in life sciences, biotech, pharmaceutical development, or closely related field.
• Experience with biotech, pharma, clinical development, or life-sciences technology customers.
• Proven track record driving retention, renewals, adoption, and account expansion via cross-functional collaboration.
• Strong understanding of SaaS economics and customer success metrics (GRR, NRR, renewal rates).
• Ability to manage technical implementations, executive escalations, and influence senior stakeholders.
• Structured, hands-on leadership style with commercial judgment and urgency.

Responsibilities

• Lead and coach the Customer Engagement and Solutions Engineering teams, establishing performance standards and hiring plans.
• Scale the end-to-end post-sales experience: onboarding, implementation, success plans, executive reviews, value realization.
• Own customer health, adoption, retention strategy, and renewal readiness; collaborate with Sales on renewals and expansion.
• Oversee complex implementations, delivery timelines, and handoffs from Sales.
• Build trusted relationships with senior stakeholders at biotech and pharma customers.
• Translate platform usage into measurable outcomes: time saved, costs avoided, operational improvements.
• Define and monitor CS metrics: adoption, time to value, GRR, NRR, renewals and expansion.

Skills

Leadership

People management

B2B SaaS

Life sciences background

Customer success

Education

Bachelor's degree in Life Sciences or related field

Tools

CRM systems

Job description

Rivia in Zurich is seeking a hands-on Head of Customer Success to lead post-sales value delivery, onboarding, adoption and renewal readiness.

You will build a scalable function across Customer Engagement and Solutions Engineering, partnering with Sales and serving strategic biotech and pharmaceutical customers.

This leadership role requires strong people skills, technical credibility and a data-driven approach to demonstrate measurable impact.