Chief Client Success & Delivery Leader

OpenKrill; United States; Hybrid; USD 200,000 - 270,000; Full time

Benefits offered by this job

Medical, dental, vision, and life-ins

Flexible PTO and holidays

Retirement programs

1% charitable giving

Job summary

Veeva Systems seeks a Head of Client Success and Delivery to drive enterprise retention through product adoption and long-term customer value across client portfolios. If you're ready to lead transformational client success initiatives and build scalable operating models, you'd work with Sales, Product, and Marketing to align priorities with business goals and drive growth.

This role offers Work Anywhere flexibility to work from home or in the office, with opportunities to influence growth in

Qualifications

• 15+ years of progressive experience in client services, account management, customer success, or related leadership roles.
• 7+ years leading client services, account management, or customer-facing teams, developing talent and scaling operations.
• Experience managing complex enterprise accounts with C-suite executives.
• Experience in healthcare, life sciences, pharmaceuticals, biotech, or regulated industries.
• Proven track record of driving customer adoption across product portfolios.
• Strong commercial and financial acumen including revenue forecasting and ROI.
• Experience building scalable Customer Success strategies, operating models and governance.
• Using customer data and metrics to assess health, risks, and outcomes.
• Cross-functional collaboration with Sales, Product, and Marketing to achieve objectives.
• Ability to lead organizational change and drive continuous improvement.
• Exceptional executive communication, negotiation, and relationship management.
• Proven ability to recruit, coach, and retain high-performing teams and build accountability.

Responsibilities

• Develop and execute customer success strategy aligned with growth and retention goals.
• Own customer retention and support revenue expansion across portfolios.
• Lead strategic account planning with Sales; establish executive engagement models.
• Drive adoption and time-to-value with success plans for implementation and ROI.
• Establish customer health frameworks and performance metrics.
• Use data and experimentation to optimize engagement and outcomes.
• Lead executive relationships as trusted advisor for strategic accounts.
• Partner with Sales and Product to align priorities with strategy and delivery.
• Translate insights into business strategy and product innovation opportunities.
• Design scalable operating models balancing high-touch and digital engagement.
• Set processes, governance, dashboards, and continuous improvement initiatives.
• Lead, coach, and scale a high-performing organization; build leadership succession.
• Champion AI adoption and digital transformation within customer success.
• Communicate performance and priorities to executive leadership with insights and recommendations.
• Represent the company as a strategic partner through executive engagements and industry relationships.

Skills

Executive leadership

Customer success

Account management

Strategic planning

Cross-functional collaboration

Data analytics

Healthcare/life sciences industry

Negotiation

Talent development

Communication

Education

Bachelor's degree or equivalent experience

Master's degree in business or technology

Job description

Veeva Systems seeks a Head of Client Success and Delivery to drive enterprise retention through product adoption and long-term customer value across client portfolios. If you're ready to lead transformational client success initiatives and build scalable operating models, you'd work with Sales, Product, and Marketing to align priorities with business goals and drive growth.

This role offers Work Anywhere flexibility to work from home or in the office, with opportunities to influence growth in