Associate Director, Product Customer Success
$83,600–$232,900 year
On-siteFalls Church, Virginia, United States
Job Summary
Lead solution adoption, optimization, and ongoing support for pharmaceutical, biotech, and CRO clients to drive retention, adoption, and compliance. Act as the primary contact from sales handoff through implementation, developing mutual success plans aligned with customer goals. Monitor health metrics, identify risks, and implement mitigation strategies while managing expectations and issue resolution across teams. Gather client feedback to inform product improvements and collaborate with Product and Engineering on technical enhancements. Oversee onboarding, support account planning and renewals, and uncover upsell prospects to reduce churn. Ensure adherence to regulatory standards and operational excellence while advising stakeholders on platform adoption.
Required Qualifications
- 7–10 years' experience in life sciences or clinical operations
- 3–5 years in customer-facing leadership
- Bachelor's degree
- Deep knowledge of clinical trial workflows and SaaS solutions
- Technical expertise with clinical trial technologies or enterprise software
- Proven leadership in fast-paced, matrixed environments
Desired Qualifications
- Master's degree
- Ability to lead cross-functional teams and collaborate effectively
- Strong consultative skills with experience translating customer goals into success plans
- Skilled in defining and communicating customer health metrics
- Excellent stakeholder management and executive communication
- Expertise in managing escalations and driving resolutions
- Analytical proficiency with CRM and data visualization tools
- Experience delivering key performance metrics: NRR, CSAT, NPS, platform usage, TTV
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