Director, Customer Engagement

Humigent; United States; Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote-first with flexibility; client

Direct access to CEO

Equity participation

Job summary

Humigent, an AI-native analytics company serving pharma and life sciences, seeks a Director of Customer Engagement to own executive relationships across enterprise clients and drive onboarding, adoption, and strategic growth. You will partner with partners, product, data science, and delivery teams to translate client needs into outcomes.

Lead end-to-end client portfolios, shape onboarding playbooks, and identify upsell opportunities.

Qualifications

• 12–16 years in customer engagement, account management, consulting, or commercial leadership in pharma tech, life sciences, or health data.
• 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.

Responsibilities

• Own end-to-end relationships for a portfolio of pharma/biotech enterprise accounts with VP- and C-suite stakeholders.
• Drive onboarding of new clients onto Humigent’s AI platforms with value realization within SLAs.
• Develop account plans and quarterly business reviews to identify upsell, cross-sell, and expansion opportunities.
• Synthesize client feedback into actionable product insights; advocate for clients internally with product/engineering.
• Guide clients on AI and data strategy for commercial operations, medical affairs, and market access.
• Track engagement health scores, at-risk accounts, and net revenue retention metrics; report to executive leadership.
• Contribute to building and scaling the customer engagement function: hiring, process design, playbook development, and team mentorship.

Skills

Executive presence

Communication skills

Portfolio management

AI/analytics literacy

Education

MBA or advanced degree in life sciences, business, or health informatics

Tools

CRM (Veeva/Salesforce)

Job description

Location: Remote / Hybrid (US)
Job Type: Full-Time
Other: Travel ~20% for client engagements

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.

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

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
• Existing network in US pharma commercial or medical affairs
• 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 grant
• Remote-first with flexibility; client travel approximately 20%
• Direct access to CEO and product roadmap
• Opportunity to shape the customer engagement function from the ground up at a high-growth AI company