Pharma QMS Solution Architect & Customer Success Lead

Kivo; United States; Remote; USD 130,000 - 190,000; Full time

Job summary

Kivo is seeking a Solution Architect who will lead post-sale engagements, focusing on customer outcomes and long-term success in regulated life-sciences SaaS. You will start with hands-on implementations, then drive Customer Success interactions, building trusted relationships across NA accounts and occasionally supporting EU projects.

You will oversee implementations, validate processes, and coordinate with data migration and go-live activities, while aligning with sales for expansion

Qualifications

• 5-10+ years in customer success or implementation within life-sciences SaaS.
• Strong domain knowledge of Quality processes in pharma/biotech/medtech.
• Demonstrated track record managing across a portfolio of accounts.
• Working knowledge of GxP and 21 CFR Part 11/Annex 11; comfortable with validation deliverables.
• Experience leading software implementations in regulated environments with project planning and go-live delivery.
• Excellent written and verbal English communication; comfortable with C-suite engagements.
• Based in the US with flexibility for EU-based collaboration.
• Applied AI experience to build workflows and guide customer use.

Responsibilities

• Lead end-to-end implementations of the Kivo platform through structured project management and governance.
• Engage early in sales to define requirements and project scope.
• Translate regulated process requirements into configured platform solutions with documented decisions.
• Support validation and data migration activities; guide adoption during go-live and stabilization.
• Own account health and drive outcomes, retention, and expansion in the portfolio.
• Develop tailored success plans and collaborate with Sales on expansion opportunities.
• Maintain executive relationships and provide ROI-focused insights.

Skills

Customer success

Implementation leadership

Portfolio management

Communication (English)

Sales collaboration

Regulated environment knowledge

Education

Bachelor's degree in computer science

Job description

Kivo is seeking a Solution Architect who will lead post-sale engagements, focusing on customer outcomes and long-term success in regulated life-sciences SaaS. You will start with hands-on implementations, then drive Customer Success interactions, building trusted relationships across NA accounts and occasionally supporting EU projects.

You will oversee implementations, validate processes, and coordinate with data migration and go-live activities, while aligning with sales for expansion