Associate Director, Product Customer Success
$83,600–$232,900 year
On-siteDurham, North Carolina, United States
Job Summary
Lead solution adoption and optimization to deliver business outcomes, acting as the primary contact from sales handoff through implementation and support. Develop and execute mutual success plans aligned with customer goals while monitoring health metrics to identify risks and implement mitigation strategies. Manage expectations, satisfaction, and issue resolution across teams, gathering client feedback to improve product and services. Oversee onboarding and technical enhancements by collaborating with Product and Engineering, ensuring adherence to regulatory standards and operational excellence. Support account planning, renewals, and expansion initiatives to reduce churn and uncover upsell prospects.
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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