Director, Customer Success

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

Job summary

Prudentia Sciences seeks a Director of Customer Success to lead a portfolio of Top 25 biopharma accounts, driving platform adoption, retention, and expansion. You will partner with Product, Engineering, and Sales to align customer outcomes with our AI-driven scientific intelligence platform.

Ideal candidates bring 8+ years of senior customer success or consulting experience in life sciences, strong executive communication, and a track record of navigating enterprise deals.

Qualifications

• 8+ years of customer success, management consulting, partnerships, or related roles in life sciences industries.

Responsibilities

• Manage a portfolio of Top 25 biopharma accounts; own lifecycle from onboarding to renewal and expansion.

Skills

8+ years experience

Executive communication

Entrepreneurial mindset

High-growth environments

Complex multi-stakeholder navigation

Technical aptitude

Education

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

Tools

HubSpot

AI/ML platforms

Job description

About Prudentia Sciences

Prudentia Sciences is the scientific intelligence layer powering life sciences dealmaking. We bring together expert-developed scientific diligence frameworks, AI reasoning trained on drug development, and a unified evidence base to accelerate investment in breakthrough therapies. As a trusted third party operating between buyer and seller, we help build conviction through every stage of the deal, faster. We replace fragmented workflows with a single system that surfaces what matters earlier.

Backed by GV (Google Ventures), McKesson, Iaso Ventures, Virtue, and SignalFire - and built by people who have sat on every side of the table in life sciences dealmaking - we’re on a mission to bring expert scientific judgment to every deal decision, at AI scale.

The Opportunity

We’re looking for a Director of Customer Success to manage and scale a portfolio of strategic biopharma accounts. You’ll own commercial outcomes for Top 25 biopharma customers, driving platform adoption, retention, and expansion to build a “business within the business”. Customer feedback from your portfolio will directly inform our product roadmap and operating model. You’ll operate with the judgment of an owner, not just execute a playbook.

What You’ll Own

Commercial strategy

• 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

Lead Implementation and Drive Adoption

• 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

Provide Expert Technical Support

• 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

Who You Are

Essential 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

Bonus points

• Direct experience in biopharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy roles

• Track record of driving measurable customer outcomes, achieving retention and expansion targets

• Hands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence software

• Proficiency with customer success platforms (HubSpot, etc.)

• Advanced degree (MS, PhD, MBA) in life sciences, business, or a related field