Head of Customer Success

Strategic Employment Partners (SEP); Boston (MA); Remote; USD 140,000 - 180,000; Full time

Benefits offered by this job

Stock options

Remote-first work

Travel 25% for visits

Job summary

Strategic Employment Partners (SEP) seeks a first dedicated Head of Customer Success to design CS from the ground up and lead three to five strategic pharma relationships. You’ll shape programs, build a CS team starting with one CSM, and partner with sales on renewals and growth rather than quotas.

With executive sponsor backing from co-founders, you’ll stay close to customers, bring insights to product/engineering, and drive ROI for enterprise accounts in a remote-first, fast-moving startup

Qualifications

• 8+ years across customer success, client services, delivery, or consulting, including senior customer-facing leadership.
• Direct experience working with enterprise pharma, biotech, or CRO customers, either at a software company serving life sciences or in a life sciences regulatory consulting practice.
• A track record of personally owning enterprise relationships, including running executive reviews and handling escalations.
• Experience building customer programs (onboarding, health scoring, success plans) that kept running after you moved on.
• Clear, concise writing, with the ability to make technical topics easy for any audience to follow.
• Hands-on use of AI tools in how you work every week.
• Energized by building in a small, fast-moving team where much is still being defined.
• Exposure to drug development documentation, eCTD submissions, or GxP-regulated software, prior startup experience, or having built a CS team from zero is a strong plus.

Responsibilities

• Design and run the customer success playbook: onboarding, training, success plans, health tracking, and executive review cadence
• Personally lead three to five strategic enterprise pharma and biotech accounts, owning the relationships, results, and any issues that come up
• Decide how we measure account health and prioritize customers, and refine both as real data comes in
• Partner with sales on what a customer needs in place before launch, and on where each account should grow next
• Build and lead the customer success team, starting with coaching and developing one CSM
• Bring patterns from customers to product and engineering with evidence behind them, separating patterns from one-offs
• Be the go-to escalation owner for every customer
• Track the competitive landscape customers see and keep leadership informed

Skills

8+ years experience

Enterprise pharma experience

Own enterprise relationships

Customer programs development

Quality communication

AI tools usage

Startup environment

Executive sponsorship interaction

Job description

We’re an early-stage, venture-backed AI company (Series A, backed by top healthcare and AI investors) building software for pharma and biotech regulatory teams. Our platform helps regulatory affairs and medical writing groups produce the documents that drug approvals depend on. That work has traditionally taken large teams weeks of manual drafting and review. We were founded a few years ago by a team that previously built and led a clinical research technology company. We’re already deployed at several of the largest pharma companies, and we’re growing quickly as customers expand their use of the platform. We’re remote-first, and we keep a strong presence in the Boston and New Jersey life sciences hubs because that’s where our customers work.

About the Role

We’re hiring our first dedicated Head of Customer Success, reporting directly to a co-founder, to design how customer success works here from the ground up. You’ll personally lead three to five of our most strategic enterprise pharma relationships, from kickoff to proven ROI. You’ll also shape the programs every other customer runs through, and build and lead the customer success team, starting with one CSM. You won’t start from a blank page: you’ll inherit an early framework to pressure-test and make your own. We’ve kept this role quota-free on purpose. Your job is making customers successful, and you’ll partner with sales on renewals and growth rather than carry a number. Every enterprise account has a co-founder as executive sponsor, so you’ll have real backing in the room. Regulatory and clinical judgment calls sit with our in-house medical writing experts, so your focus stays on the customer. You’ll stay close to customers by design. This is a builder role with direct founder access, not a management layer.

Key Responsibilities

• Design and run the customer success playbook: onboarding, training, success plans, health tracking, and executive review cadence
• Personally lead three to five strategic enterprise pharma and biotech accounts, owning the relationships, results, and any issues that come up
• Decide how we measure account health and prioritize customers, and refine both as real data comes in
• Partner with sales on what a customer needs in place before launch, and on where each account should grow next
• Build and lead the customer success team, starting with coaching and developing one CSM
• Bring patterns from customers to product and engineering with evidence behind them, separating patterns from one-offs
• Be the go-to escalation owner for every customer
• Track the competitive landscape customers see and keep leadership informed

Qualifications

• 8+ years across customer success, client services, delivery, or consulting, including senior customer-facing leadership
• Direct experience working with enterprise pharma, biotech, or CRO customers, either at a software company serving life sciences or in a life sciences regulatory consulting practice
• A track record of personally owning enterprise relationships, including running executive reviews and handling escalations
• Experience building customer programs (onboarding, health scoring, success plans) that kept running after you moved on
• Clear, concise writing, with the ability to make technical topics easy for any audience to follow
• Hands-on use of AI tools in how you work every week
• Energized by building in a small, fast-moving team where much is still being defined
• Exposure to drug development documentation, eCTD submissions, or GxP-regulated software, prior startup experience, or having built a CS team from zero is a strong plus

What We Offer

• Stock options, so you share in what you help build
• Remote-first work, with Boston or New Jersey preferred and roughly 25% travel for customer visits, kickoffs, and quarterly team offsites
• A build-from-scratch leadership seat reporting directly to a co-founder
• The chance to help shorten the path from scientific discovery to approved treatments

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices