Director, Client Success Full Time NEW

Position Overview

The Director of Client Success is a strategic role responsible for delivering client satisfaction, retention, and growth across the organization’s ClinicalPath Oncology Pathways and data portfolio. This individual will serve as a trusted advisor to clients, within pharma and biotech, ensuring they derive maximum value from our products and services.

This role bridges client engagement, product adoption, and commercial strategy.

Key Responsibilities

Client Strategy & Relationship Management

• Develop and execute client success strategies that drive retention, satisfaction, and expansion opportunities while building long-term trust-based relationship.

Revenue Retention & Growth

• Support the client renewal processes and identify opportunities for upsell and cross-sell in partnership with Sales.
• Contribute to revenue generation through exception service and expansion.

Client Experience & Delivery Excellence

• Proactively identify and present clients with opportunities by leveraging real world evidence to support their market strategy. 
• Deliver exceptional proactive service that provides strategic client value.

Cross-Functional Leadership

• Partner closely with Sales to meet and exceed service targets.
• Align internal resources to ensure timely and effective delivery of client commitments.

Industry & Product Expertise

• Develop deep expertise in oncology, real-world data (RWD), and clinical pathways, and articulate their value to pharma clients.
• Stay informed on industry trends, competitive landscape, and evolving client needs.

Operational Excellence

• Utilize a CRM to ensure accurate tracking of client interactions, renewals, and opportunities.
• Drive process improvements to enhance efficiency and scalability.

Required Experience & Qualifications

• Bachelor’s degree required; advanced degree (MBA, MPH, PhD or similar) preferred
• 3 years of experience in Client Service, Account Management, or related roles within healthcare, SaaS, or data analytics serving Pharma
• Proven track record of managing and growing enterprise-level client relationships
• Strong understanding of healthcare data, clinical workflows, or oncology landscape highly desirable
• Demonstrated success in driving client retention and revenue growth

Key Attributes

• Exceptional communication and presentation skills
• Strategic thinker with strong problem-solving capabilities
• Highly organized with the ability to manage multiple priorities and stakeholders
• Data-driven mindset with experience leveraging analytics to inform decisions
• Collaborative leadership style with a “team sport” mentality
• Self-starter with a proactive, solutions-oriented approach
• Deep commitment to delivering outstanding client experiences

Additional Requirements

• Proficiency in CRM platforms (e.g., SugarAI, Salesforce) and Microsoft Office Suite
• Willingness to travel as needed to support client engagements