Director, Customer Engagement

Humigent; Gurgaon, Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Remote-first with flexibility

Periodic travel to Gurgaon/Bangalore

Direct access to CEO

Equity participation

Job summary

Humigent, Gurgaon/Bangalore (Remote-first) seeks a Director of Customer Engagement to own executive relationships for pharma/life sciences clients, guiding onboarding, adoption, and growth with cross-functional partners.

You will lead onboarding playbooks, drive net revenue retention, and mentor the engagement team, coordinating with US time zones during overlap hours for governance and client sessions.

Qualifications

• 12-16 years in customer engagement or enterprise account leadership in pharma tech or health data.
• Experience managing executive-level enterprise relationships with VP and C-suite stakeholders.
• Ability to discuss AI/analytics and data platforms credibly without deep technical expertise.
• Track record of driving net revenue retention and account expansion at scale.

Responsibilities

• Own end-to-end relationships for a pharma/biotech portfolio and serve as executive contact.
• Lead onboarding and adoption to ensure time-to-value within SLAs and develop repeatable playbooks.
• Identify upsell and expansion opportunities; partner with the business on commercial strategy.
• Synthesize client feedback into product insights and advocate for clients internally.
• Guide clients on AI/data strategy for commercial operations and market access.
• Track engagement health, identify at-risk accounts, and report to leadership.
• Participate in building and scaling the customer engagement function.

Skills

Executive relationship management

Strategic thinking

Cross-functional collaboration

Communication skills

Time management

Asynchronous communication

AI/Analytics literacy

Education

MBA

Life sciences / health informatics degree

Tools

CRM (Veeva/Salesforce)

Job description

Location: Gurgaon/Bangalore, India (Remote)
Job Type: Full-Time, 3-4 hours daily overlap with US Eastern Time required

About the Role

Humigent is an AI-native analytics company helping pharma and life sciences organizations unlock the value of their commercial and medical data. As Director of Customer Engagement, you will serve as the primary executive relationship owner for a portfolio of enterprise clients, orchestrating onboarding, adoption, and strategic growth. You will partner closely with Partners, product, data science, and delivery teams to translate client needs into tangible outcomes - and turn satisfied clients into long-term advocates.

What You'll Own

• Client Portfolio Leadership - Own end-to-end relationships for a portfolio of pharma/biotech enterprise accounts; serve as the executive point of contact for VP- and C-suite stakeholders.
• Onboarding & Adoption - Drive structured onboarding of new clients onto Humigent's AI platforms, ensuring time-to-value within agreed SLAs. Establish and refine onboarding playbooks for repeatable success.
• Retention & Expansion - Develop and execute account plans and quarterly business reviews to identify upsell, cross-sell, and expansion opportunities. Collaborate closely with Partners on commercial strategy.
• Voice of Customer - Synthesize client feedback into actionable product insights; act as an advocate for clients internally with product and engineering leadership.
• Strategic Advisory - Guide clients on AI and data strategy for commercial operations, medical affairs, and market access - positioning Humigent as a trusted long-term partner.
• Metrics & Reporting - Track engagement health scores, at-risk accounts, and net revenue retention metrics; report to executive leadership on a regular cadence.
• Function Building - Contribute to building and scaling the customer engagement function: hiring, process design, playbook development, and team mentorship.

This role requires 3-4 hours of daily overlap with US Eastern Time to support executive governance, client working sessions, and real-time collaboration with US-based leadership. You will lead client communications and meeting facilitation during overlap hours, and manage independent strategic workstreams and India-based team coordination outside of those hours.

What You Bring

• 12-16 years in customer engagement, account management, consulting, or commercial leadership in pharma tech, life sciences, or health data
• Demonstrated experience managing executive-level enterprise relationships with pharma commercial, medical affairs, or market access stakeholders (VP and C-suite)
• Ability to speak credibly about AI, analytics, and data platforms without being a deep technical expert
• Track record of driving net revenue retention, account expansion, and customer advocacy at enterprise scale
• Highly organized with the ability to manage a complex portfolio of accounts simultaneously
• Experience building or scaling a customer engagement or client success function
• Strong executive presence and communication skills, both written and verbal
• Comfort operating across time zones with US-based clients and C-level stakeholders; strong asynchronous communication discipline

Nice to Have

• Familiarity with pharma commercial operations: field force, MSL deployment, market access, launch planning, incentive compensation
• Prior experience with AI/ML platforms, agentic AI products, or commercial data analytics tools
• Experience with pharma data ecosystems: claims/Rx, CRM (Veeva/Salesforce), affiliation networks, omnichannel engagement data
• MBA or advanced degree in life sciences, business, or health informatics
• Experience structuring and running proof-of-concept, pilot, or expansion engagements
• P&L-adjacent accountability or commercial ownership in a previous role

What We Offer

• Competitive base salary and performance-based variable compensation tied to portfolio health and net revenue retention
• Early-stage equity participation with meaningful grantRemote-first with flexibility; periodic travel to Gurgaon/Bangalore office and occasional client meetings
• Direct access to CEO and product roadmap
• Opportunity to shape the customer engagement function from the ground up at a high-growth AI company