Principal Customer Success Manager - Ostro

Veeva Systems, Inc.; Boston (MA); Hybrid; USD 115,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, vision, and life

Flexible PTO & holidays

Retirement programs

1% charitable giving

Job summary

Veeva Systems seeks a Client Services expert to own key client relationships in Ostro, driving innovative strategies that maximize ROI for life sciences clients.

You will champion clients' commercial goals, collaborate across teams, and influence the product roadmap, while managing complex programs and travel to client sites as needed.

Qualifications

• 7+ years in digital marketing strategy, client services, or account management in pharma/life sciences.
• Proven success managing enterprise client relationships and growing strategic accounts.
• Deep understanding of omnichannel digital marketing across web, social, and digital engagement.
• Experience with FDA promotional guidelines and MLR review processes.
• Experience launching pharma promotional campaigns and client websites.
• Strong analytical skills translating data into strategic recommendations.
• Experience partnering with cross-functional teams to deliver complex programs.
• Excellent communication, presentation, and stakeholder management.
• Willingness to travel to client sites ~ quarterly.

Responsibilities

• Serve as strategic advisor for a portfolio of enterprise pharmaceutical clients.
• Build executive relationships driving satisfaction, retention, renewals, and growth.
• Develop client strategies maximizing platform adoption and commercial outcomes.
• Translate analytics and campaign performance into actionable business recommendations.
• Collaborate cross-functionally to deliver exceptional client experiences and flawless execution.
• Champion customer needs internally and influence product roadmap.
• Identify and lead opportunities for account expansion with budgets and timelines.

Skills

Enterprise client management

Strategic account growth

Omnichannel marketing

Executive relationship building

Analytical thinking

Cross-functional collaboration

Communication and presentation

Travel willingness

HCP and patient website launches

Tools

Veeva Vault PromoMats

Job description

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.

At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

Ostro, a business within Veeva, is the premier brand engagement platform for the life sciences industry. We are looking for a Client Services expert to own key client relationships and drive innovative strategies that maximize ROI. In this role, you will champion our clients' commercial goals internally, collaborate across teams, and help shape the future of healthcare engagement.

What You'll Do

• Serve as the strategic advisor for a portfolio of enterprise pharmaceutical clients
• Build executive relationships that drive client satisfaction, retention, renewals, and growth
• Develop client strategies that maximize platform adoption and commercial outcomes
• Translate analytics and campaign performance into actionable business recommendations
• Partner cross-functionally to deliver exceptional client experiences and flawless execution
• Champion customer needs internally and influence the Ostro product roadmap
• Identify and lead opportunities for account expansion while managing complex projects, budgets, and timelines

Requirements

• 7+ years of digital marketing strategy, client services, or account management experience within a pharmaceutical, healthcare, or life sciences agency
• Proven success managing enterprise client relationships and growing strategic accounts
• Deep understanding of omnichannel digital marketing, including web, social, and digital engagement
• Expertise partnering with Medical, Legal, and Regulatory (MLR) review processes and FDA promotional guidelines
• Experience supporting pharmaceutical product launches and promotional communications, including Veeva Vault PromoMats submissions
• Strong analytical skills with the ability to translate performance data into strategic recommendations
• Experience partnering with cross-functional teams to deliver complex client programs
• Excellent communication, presentation, and stakeholder management skills
• Willingness to travel to client sites approximately once per quarter or as needed
• Must have experience launching HCP and patient websites
• Must have deep pharma knowledge
• Must have worked either at an agency or in house pharma previously

Nice to Have

• Experience with Veeva Commercial Cloud products, including Vault CRM.
• Experience across multiple therapeutic areas, such as oncology, immunology, or rare disease.

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect.

• Within 3 days, you will receive a link to a personality assessment administered by a third party.
• Once you complete the assessment, our team will review your full application package and follow up via email with our decision.
• If moving to the interview stage, the process is as follows:
  1. A conversation with the hiring manager
  2. A practical case exercise
  3. A final conversation with our group's Senior Leader.
• Once all interviews are complete, the manager will be in touch with a final decision.

Perks & Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program

Compensation

• Base pay: $115,000 - $175,000
• The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at [e-mail].