Client Success Director

Clario

2d•Hybrid

About The Position

Client Success Director Lead designated client accounts, associated deliverables, and the overall client relationship across all Clario Business Units. As a Client Success Director, you will play a pivotal role in ensuring the satisfaction, retention, and growth of assigned clients by building relationships, understanding their needs, and guiding them toward achieving their business objectives with our products and services. You will serve as the main strategic point of contact for clients, providing exceptional support, addressing inquiries promptly, and offering tailored solutions to enhance their experience. Additionally, you will collaborate closely with internal teams such as sales, product development, operations, and customer support to advocate for client needs, drive product improvements, and ensure seamless delivery of services.

Requirements

Bachelor’s degree or equivalent practical experience
Minimum 5 years managing complex client accounts with a focus on commercial and service delivery performance
At least 3 years in the life sciences industry; experience in clinical data endpoint collection preferred
Proven ability to work independently and drive outcomes in a matrixed environment
Strong communication and collaboration skills across all organizational levels
Ability to manage change, prioritize effectively, and adapt to evolving needs
Demonstrated account management expertise with commercial acumen and client satisfaction focus
Strategic thinking and problem-solving skills with assertive, diplomatic conflict management
Excellent organizational skills, adaptability, and emotional intelligence

Responsibilities

Build and maintain strong relationships with key stakeholders and establish governance structures for assigned accounts
Collaborate with clients and internal teams to develop and execute account strategies aligned with business objectives
Act as the voice of the customer, managing expectations internally and externally
Educate clients on Clario products and services to support growth opportunities
Drive improvements in CSAT and NPS through proactive engagement and feedback translation
Support cross-selling and upselling initiatives to expand account value
Monitor account health, ensuring deliverables meet expectations and mitigating risks
Resolve issues promptly to minimize impact on patients and end users
Foster continuous improvement through collaboration and creative solutioning
Convert and maintain client contacts as promoters of the Clario brand