Head of Product Success

Biorce; Austin (TX); Hybrid; USD 140,000 - 200,000; Full time

Job summary

Biorce is a Healthtech startup redefining clinical trials through AI, seeking a Product Success Lead to build and scale the team that champions the user experience. You will balance hands-on account work with coaching, shaping onboarding, retention, and growth strategies for strategic accounts.

Reporting to Head of Product Management, you will recruit, mentor, and align cross-functional partners across Europe and the US, balancing schedules for overlap and strong outcomes while expanding a

Qualifications

• 6+ years in customer-facing roles including leadership experience.
• Experience with pharma, biotech, CROs, or clinical tech.
• Clinical literacy around trial documents is a plus.
• Proven track record of hiring and coaching client-facing talent.
• Strategic thinker capable of balancing hands-on work with planning.
• Strong English presentation skills; other European languages are a plus.
• Analytical, data-driven mindset for account health and roadmaps.
• Adaptable in a fast-growing startup.

Responsibilities

• Build and lead Product Success Managers; set goals and coach.
• Define operating rhythm, QBR cadence, health scoring.
• Own flagship accounts and manage executive relationships.
• Collaborate with Sales, Engineering, and Product on roadmaps and prioritization.

Skills

Customer Success

Team Leadership

Strategic Thinking

Account Management

Communication

Job description

About the company

Biorce is a pioneering Healthtech company dedicated to revolutionizing drug development through the power of AI. We are passionate about accelerating medical advancements and improving patient outcomes.

Our team comprises seasoned clinical research professionals, data scientists, and AI experts, working collaboratively to bridge the gap between cutting-edge technology and real-world clinical needs.

With an unwavering commitment to revolutionize healthcare, we envision a world where all patients benefit from accelerated and cost-effective access to treatments. Biorce is poised to redefine the landscape of healthcare, shaping a future where innovation and accessibility converge for the betterment of humanity.

About the role

As our Product Success Lead, you are both a hands-on player and the coach of the team that champions the Biorce user experience. We're redefining the landscape of clinical trials, and that starts with deeply understanding the professionals behind the data.

Reporting directly to the Head of Product Management, you'll lead and grow a team of Product Success Managers while acting as their thought partner on the toughest accounts. You'll help set the strategic direction of the function — how we onboard, retain, and grow our accounts — and you'll be a close partner to the Head of Product Management on prioritization, process, and team operations.

This role is ideal for someone who has already excelled in a client-facing or product success role in health tech, pharma, or CRO operations, and who is now ready to build and lead the team and playbook that scales that success across the business.

The team is distributed across Europe and the US, so you're comfortable flexing your schedule to give both sides real overlap and support. We're a fast-growing startup, and we're looking for someone with high energy and a strong personal drive who is genuinely excited to put in the hours a scaling team and portfolio demand.

Key Responsibilities

Team Leadership & People Management

• Build the team — hire, onboard, and develop Product Success Managers; set clear goals, run regular 1:1s, and provide coaching that grows both skills and careers.
• Set the operating rhythm — define how the team works: account allocation, escalation paths, QBR cadence, health-scoring methodology, and reporting standards.
• Performance & quality bar — review your team's account plans and key client interactions, ensuring a consistently high standard of onboarding, support, and retention work across the portfolio.

Strategic Direction, Partnering with the Head of Product Management

• Shape team strategy — work side-by-side with the Head of Product Management to define the Product Success function's priorities, structure, and metrics as the team and customer base scale.
• Voice of the customer, systematized — build the processes that turn scattered account feedback into a structured, prioritized signal for the product roadmap, rather than relying on any single account's story.
• Resourcing & planning — help the Head of Product Management plan headcount, account coverage, and territory/segment splits as new markets and accounts come online.

Strategic Account Ownership

• Own the flagship accounts — personally manage a small portfolio of the most strategic or complex accounts, modeling best practice for the team.
• Executive relationships — act as an escalation point and senior relationship-holder for key clients, especially at renewal, expansion, or at-risk moments.

Cross-Functional Synergy

• Commercial partnership — work with Commercial leadership to align on expansion strategy and account handoffs from sales to success.
• Engineering & Product partnership — represent the team in roadmap and prioritization discussions, ensuring client-impacting issues get the visibility they need.

Requirements

• Experience: 6+ years in Customer Success, Implementation, Clinical Operations, Consulting or similar client-facing roles, including 2+ years leading or mentoring a team (direct people management preferred, but strong informal leadership experience will be considered).
• Industry knowledge: experience working with pharma, biotech, CROs, or clinical tech solutions.
• Clinical literacy: a strong understanding of clinical trial documents (e.g., protocols, ICFs, IBs, SAPs) is a major plus.
• Leadership: a track record of hiring, coaching, and developing client-facing talent; comfortable giving direct, constructive feedback.
• Strategic thinking: able to move fluidly between hands-on account work and higher-level planning with the Head of Product.
• Communication: excellent presentation skills in English; additional European languages are a plus.
• Analytical mindset: data-driven approach to account health, team performance, and roadmap prioritization.
• Adaptability: a self-starter who enjoys building processes and structure in a fast-growing startup environment, equally comfortable with daily power users and C-suite executives.
• Operational excellence: demonstrated skill in cross-functional communication and a commitment to high-quality output, both personally and across the team.