Director, Customer Success

Prudentia Sciences; Greater London; On-site; GBP 128,000 - 150,000; Full time

Job summary

Prudentia Sciences in London is seeking a Director of Customer Success to manage a portfolio of strategic biopharma accounts. You’ll own commercial outcomes from implementation through to retention and expansion, driving platform adoption and customer value across the life sciences space.

You will lead account strategy, identify renewal opportunities, and coordinate with Product, Engineering, and Sales to align roadmaps with customer feedback.

Qualifications

• 8+ years in customer success, management consulting, partnerships, or related roles in life sciences.
• Working knowledge of drug development processes and deal evaluation frameworks.
• Ability to navigate complex multi-stakeholder decisions in large enterprises.
• Strong technical aptitude to master platforms and translate tech into business value.
• Exceptional executive communication skills.
• Entrepreneurial mindset in fast-paced, high-growth environments.

Responsibilities

• 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
• 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
• 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

Skills

Customer success leadership

Stakeholder management

Executive communication

Strategic account management

Technical aptitude

Education

Advanced degree in life sciences / business

Tools

HubSpot

Job description

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

Compensation Range: $170K - $200K

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.