Biopharma Customer Success Director – Strategic Growth

Prudentia Sciences; Boston (MA); On-site; USD 180,000 - 240,000; Full time

Job summary

Prudentia Sciences is seeking a Director of Customer Success to manage and scale a portfolio of Top 25 biopharma accounts. You will own commercial outcomes, drive platform adoption, retention, and expansion, and inform product strategy with customer feedback.

You will lead implementation, onboarding, and executive-level collaboration across Product, Engineering, Sales, and Scientific teams to ensure time-to-value and measurable outcomes for our customers.

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.

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

Management consulting

Partnerships

Account management

Pharma industry

Executive communication

Education

Advanced degree (MS/PhD/MBA) in life sciences or business

Job description

Prudentia Sciences is seeking a Director of Customer Success to manage and scale a portfolio of Top 25 biopharma accounts. You will own commercial outcomes, drive platform adoption, retention, and expansion, and inform product strategy with customer feedback.

You will lead implementation, onboarding, and executive-level collaboration across Product, Engineering, Sales, and Scientific teams to ensure time-to-value and measurable outcomes for our customers.