Customer Success Director: Clinical SaaS & Nexus

Innovative Supply Solutions, LLC; Pennsylvania; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Remote work options

Career advancement opportunities

Job summary

Innovative Supply Solutions, LLC seeks a Customer Success Director to lead client satisfaction, retention, and growth from the ISS Leadership Team. You will oversee onboarding, service delivery, product adoption, and strategic relationship management for a growing client base.

You will build and guide a high-performing CS team, partner with product and sales, and drive value through ISS Nexus and managed services. Expect remote work with potential hybrid in Bucks County, PA.

Qualifications

• A bachelor’s degree or equivalent work experience.
• Minimum of 7 years of experience in the pharmaceutical industry or clinical operations, including at least 3 years in a clinical supply chain role.
• Demonstrated ability to lead client-facing functions within a regulated industry.
• Technology-savvy with a strong desire to become an expert in the ISS Nexus platform.
• Exceptional leadership, communication, and interpersonal skills.
• Strategic thinking and the ability to influence across all levels of an organization.
• Strong project management and organizational skills, with keen attention to detail.
• Self-starter with a high sense of ownership and accountability.
• Proficiency with Microsoft 365 and other standard business tools.
• Prior experience managing and mentoring a team is preferred.
• Willingness to travel up to 25% as needed.

Responsibilities

• Serve as a senior-level subject matter expert in clinical supplies, guiding clients in maximizing their use of ISS Nexus and associated services.
• Provide strategic support across a range of client engagements, including software and clinical supply managed services.
• Lead implementation efforts by aligning client business needs with Nexus functionality and ensuring effective system configuration.
• Champion client training and education, delivering both onboarding and ongoing support to new and existing users.
• Act as a strategic liaison between clients and internal ISS teams, including development, sales, and operations, to ensure alignment and execution.
• Drive customer success initiatives such as business reviews, performance metric reporting, and long-term account planning.
• Collaborate with the Product and Development teams by translating client feedback into actionable product improvements.
• Contribute to the creation and refinement of customer-facing content including training guides, implementation standards, and sales materials.
• Partner with the Sales team to identify upsell and cross-sell opportunities by uncovering unmet client needs.
• Build and manage a growing team of Customer Success professionals, setting the vision, structure, and goals for the department.

Skills

Leadership

Strategic thinking

Project management

Communication

Interpersonal skills

Mentoring/people mgmt

Account management

Travel readiness

Education

Bachelor's degree or equivalent

Tools

ISS Nexus

Microsoft 365

Job description

Innovative Supply Solutions, LLC seeks a Customer Success Director to lead client satisfaction, retention, and growth from the ISS Leadership Team. You will oversee onboarding, service delivery, product adoption, and strategic relationship management for a growing client base.

You will build and guide a high-performing CS team, partner with product and sales, and drive value through ISS Nexus and managed services. Expect remote work with potential hybrid in Bucks County, PA.