Client Success Director

Clario

About The Position

Clario, part of Thermo Fisher Scientific, develops regulated technology that supports clinical trials, diagnostics, and medical decision-making. The Account Director, Client Success leads designated strategic client accounts and owns the overall relationship across Clario business units. The role drives client satisfaction, retention, and growth by building trusted partnerships, understanding client objectives, ensuring seamless product and service delivery, and advocating for client needs. It serves as the primary strategic point of contact and works with internal teams to advance operational excellence, commercial outcomes, and long-term partnerships. Success is measured by relationship health, including NPS and relationship depth; account performance; and commercial outcomes such as revenue growth and profitability. Clario is an equal opportunity employer and evaluates qualified applicants without regard to legally protected characteristics.

Requirements

Bachelor’s degree or equivalent experience.
At least 5 years of experience managing complex client accounts, with responsibility for commercial and service delivery performance.
At least 3 years of experience in the life sciences industry.
Ability to work independently and drive outcomes in a matrixed, global environment.
Ability to communicate and collaborate at all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations.
Strong commercial acumen focused on client satisfaction and value realization.
Ability to manage change through clear communication and stakeholder alignment.
Strategic thinking and ability to develop and execute short- and long-term account strategies.
Conflict management skills and a logical, diplomatic, solutions-oriented approach.
Strong interpersonal and soft skills, including written and verbal communication, organization, adaptability, emotional intelligence, and relationship management.

Nice To Haves

Experience in clinical data or endpoint collection services.

Responsibilities

Build and maintain trusted relationships with key client stakeholders and establish appropriate governance structures for assigned accounts.
Serve as the primary strategic point of contact for designated clients across all Clario business units.
Understand client business needs and objectives, and collaborate with Sales and Operations to develop and execute account strategies.
Represent the voice of the customer internally and ensure expectations are aligned and managed effectively.
Support client education on Clario products and services to enable growth and maximize value.
Translate client feedback into proactive actions to improve NPS, retention, and renewals.
Support cross-sell and upsell opportunities in partnership with Sales.
Monitor account health, including SLAs, KPIs, and deliverables, and proactively mitigate risks.
Ensure timely and effective issue resolution while minimizing impact to patients and service end users.
Partner with clients and internal teams to drive continuous improvement and innovative solutions.
Foster long-term partnerships and help turn key contacts into promoters of the Clario brand.
Measure success through relationship health, account performance, and commercial outcomes, including revenue growth and profitability.