Head of Customer Success — Enterprise Pharma

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

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