Director, Customer Success
About The Position
We are looking for a Director of Customer Success with a PhD and deep experience in the life sciences industry to lead and scale our customer success function. In this role, you will drive strategy, lead a team of Customer Success Managers, and serve as an executive-level partner to our most strategic accounts. As Director of Customer Success at Science Exchange, you will be responsible for the overall health, retention, and growth of our customer base. You will set the vision and strategy for the customer success organization, build and mentor a high-performing team, and serve as a trusted executive advisor to key accounts. By collaborating closely with sales, product, and R&D stakeholders, you will ensure our customers achieve measurable outcomes and maximize the value of our platform. Your leadership will directly contribute to growing gross marketplace volume (GMV), driving high account retention, and enabling our customers to advance scientific discovery.
Requirements
- 7+ years of experience in customer success, account management, or a related customer-facing role, with at least 3 years in a leadership capacity.
- 3+ years of experience in the life sciences, biotech, and/or pharma industry.
- Proven track record of building and scaling customer success teams in a SaaS environment.
- Exceptional relationship-building and executive communication skills.
- Strong analytical mindset with the ability to interpret data, identify trends, and drive strategic decisions.
- Demonstrated ability to drive user engagement, satisfaction, revenue retention, and growth at scale.
- Proficiency with CRM and customer success tools (Salesforce preferred).
- Passion for scientific innovation and the ability to thrive in a dynamic, fast-paced environment.
Nice To Haves
- PhD in a life science discipline (biology, chemistry, or related field) strongly preferred.
Responsibilities
- Lead, mentor, and grow a team of Customer Success Managers, establishing clear goals, performance standards, and career development pathways.
- Define and execute the overall customer success strategy, aligning team priorities with company revenue and retention goals.
- Build scalable processes, playbooks, and frameworks to drive consistency and efficiency across the customer success organization.
- Serve as an executive sponsor for strategic accounts, building trusted relationships with senior stakeholders including VP and C-suite level contacts.
- Partner with Account Directors and Sales leadership to identify expansion opportunities and drive net revenue retention.
- Own key metrics including gross marketplace volume (GMV), net revenue retention (NRR), and customer health scores.
- Monitor and analyze account trends across the portfolio to proactively identify risks and opportunities at scale.
- Develop and implement strategies to increase platform adoption, engagement, and long-term customer loyalty.
- Partner with Product, Marketing, and Sales teams to serve as the voice of the customer and drive product improvements based on customer feedback and market insights.
- Collaborate with the Customer Enablement team to oversee large-scale onboarding, training, and launch initiatives.
- Champion customer stories, testimonials, and references to support marketing and sales efforts.
- Escalate and resolve complex customer issues, ensuring a seamless and high-touch customer experience.
Benefits
- health, dental, and vision benefits
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Ph.D. or professional degree
