Sr. Customer Success Director - Pharmaceutical Brands

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Customer Success Director - Pharmaceutical Brands based in United States.

This senior individual contributor role owns strategic relationships with major pharmaceutical brand clients and carries responsibility for retention, satisfaction, and account growth.
You will serve as a trusted advisor to stakeholders across brand, marketing, market access, and digital teams, helping clients turn complex data and technology into actionable insights.
The position combines customer success, strategic account management, project leadership, and commercial expansion across existing and new brand opportunities.
You will oversee service delivery, account health, executive communications, and cross-functional collaboration while ensuring client objectives are consistently met.
Beyond managing your own portfolio, you will shape scalable playbooks, processes, and enablement resources that strengthen the broader customer success organization.
Your expertise will also help inform product, marketing, and commercial decisions through a strong voice-of-customer approach.
This fully remote U.S. role is suited to an experienced pharmaceutical customer success or account management leader who thrives on autonomy, complex relationships, and measurable client impact.

Accountabilities:
- Serve as the primary strategic contact for a portfolio of top-tier pharmaceutical brand clients, developing trusted relationships across multiple stakeholder levels.

- Build a deep understanding of client objectives, business challenges, and evolving needs to strengthen retention and long-term account value.

- Conduct proactive client check-ins, solicit feedback, address issues early, and maintain strong engagement throughout the relationship.

- Lead regular account reviews, presenting strategic recommendations, progress against KPIs, achievements, and future opportunities.

- Develop and continuously optimize customer success strategies tailored to individual client goals and business priorities.

- Partner with sales, product, and marketing teams to develop solutions aligned with current and anticipated customer needs.

- Identify, pursue, and close upsell, cross-sell, and additional brand expansion opportunities.

- Maintain strong knowledge of products, capabilities, development roadmaps, and relevant customer and market needs.

- Oversee service delivery, project timelines, resources, deliverables, and client expectations to ensure high-quality execution.

- Provide client onboarding, product training, ongoing support, and issue resolution as required.

- Monitor client health, engagement, product usage, satisfaction, and other relevant performance metrics.

- Develop and present clear, compelling client reports and presentations that translate complex data into actionable business insights.

- Use analytics and customer feedback to identify trends, improvement opportunities, and best practices.

- Create scalable playbooks, templates, and enablement tools to strengthen account management practices across the customer success organization.

- Mentor and coach other customer success professionals on account strategy, escalations, and executive communications without formal reporting authority.

- Lead voice-of-customer initiatives and bring client insights into product, marketing, and commercial planning.

- Design and influence scalable cross-functional processes for onboarding, retention, escalations, and support handoffs.

Requirements:

- Bachelor’s degree in Business, Marketing, Life Sciences, or a related field; an MBA or advanced degree is preferred.

- 10+ years of experience in customer success, account management, sales, or a related field, with substantial experience serving pharmaceutical manufacturers.

- Proven account management experience within a service provider or customer success experience with a SaaS provid