Head of Client Success and Delivery

Veeva Systems•Massachusetts - Boston, MA

3d•Remote

About The Position

The Head of Client Success and Delivery will lead customer success strategy and delivery to drive enterprise retention through product adoption and long-term customer value creation. The role owns retention and supports revenue expansion across customer portfolios, including renewals, net revenue retention, cross-sell, upsell, and account growth. It partners closely with Sales and Product to align customer outcomes, commercial objectives, product strategy, and service delivery. The position leads strategic account planning and executive relationships, establishes customer health frameworks and portfolio performance measures, and uses data and analytics to improve customer engagement and success programs. It also designs scalable operating models that balance strategic, digital, programmatic, and self-service engagement; establishes consistent processes and accountability; and leads, develops, and scales a high-performing organization. The role champions AI adoption and digital transformation, communicates results and recommendations to executive leadership, and represents the company in customer and industry forums.

Requirements

15+ years of progressive experience in client services, account management, customer success, or related client-facing leadership roles, with a track record of managing complex client relationships and driving business growth.
7+ years of experience leading client services, account management, or customer-facing teams, including developing talent, scaling operations, and delivering measurable client and business outcomes.
Experience managing complex enterprise accounts and building trusted relationships with C-suite executives and senior stakeholders.
Experience in healthcare, life sciences, pharmaceuticals, biotechnology, medical technology, or other regulated industries.
Track record of driving customer adoption across a product portfolio.
Strong commercial and financial acumen, including account growth strategy, revenue forecasting, customer lifetime value, and return on investment.
Experience building and implementing scalable Customer Success strategies, operating models, processes, and governance frameworks.
Ability to use customer data, analytics, and performance metrics to assess customer health, identify risks, and drive business outcomes.
Experience partnering cross-functionally with Sales, Product, and Marketing to achieve customer and company objectives.
Ability to lead organizational change, improve operational effectiveness, and drive continuous improvement.
Exceptional executive communication, negotiation, influencing, and relationship management skills.
Ability to recruit, coach, develop, and retain high-performing teams while establishing a culture of accountability and continuous learning.
Bachelor's degree or equivalent relevant professional experience.

Nice To Haves

Track record of driving customer retention, renewals, revenue expansion, and net revenue retention across enterprise customer portfolios.
Experience building and scaling digital, tech-touch, or programmatic Customer Success models for large customer populations.
Experience implementing AI-powered customer engagement, agentic workflows, and automation to improve customer outcomes and team productivity.
Experience designing customer lifecycle programs, including digital onboarding, adoption campaigns, lifecycle communications, and self-service experiences.
Familiarity with experimentation frameworks, behavioral analytics, leading indicators, and data-driven optimization of customer engagement programs.
Experience in enterprise SaaS, cloud software, CRM, data platforms, or other technology-enabled business solutions.
Experience translating customer insights and market trends into product strategy, roadmap priorities, and go-to-market initiatives.
Experience developing customer health scoring, predictive retention models, adoption metrics, and portfolio performance dashboards.
Experience managing global or geographically distributed customer success teams and enterprise customer portfolios.
Experience establishing executive customer advisory programs, strategic partnerships, and industry thought leadership.
Master's degree in business, technology, or a related discipline.

Responsibilities

Develop and execute customer success strategy aligned with company growth objectives, customer business outcomes, retention, and long-term customer value creation.
Own customer retention and support Sales in revenue expansion across customer portfolios, including renewals, net revenue retention, cross-sell, upsell, and account growth.
Lead strategic account planning and governance with Sales, including account plans, executive engagement models, and processes for identifying and capturing growth opportunities.
Drive customer adoption and time-to-value through success plans that accelerate implementation, product utilization, business impact, and customer ROI.
Establish customer health frameworks and performance metrics for adoption, engagement, satisfaction, renewal risk, retention, expansion, and portfolio performance.
Use data, analytics, and experimentation to identify opportunities, evaluate program effectiveness, optimize customer engagement, and improve customer success strategies.
Lead executive customer relationships as a trusted advisor, executive sponsor, and escalation point for strategic accounts and complex challenges.
Partner cross-functionally with Sales and Product to align customer priorities with product strategy, commercial objectives, and service delivery.
Translate customer insights into business strategy by identifying customer needs, market trends, adoption barriers, product innovation opportunities, and go-to-market improvements.
Design scalable customer success operating models combining high-touch strategic engagement with digital, programmatic, and self-service approaches.
Establish operational rigor through standardized processes, success methodologies, portfolio reviews, forecasting, performance dashboards, and continuous improvement.
Recruit, coach, retain, and develop talent; set performance expectations; and build leadership succession.
Champion AI adoption and digital transformation, identifying opportunities to automate work, improve decision-making, and enable strategic customer engagement.
Communicate business performance and strategic priorities to executive leadership, including customer insights, retention and growth results, operational performance, risks, and recommendations.
Represent the company as a strategic partner and industry thought leader through executive engagements, customer forums, and external industry relationships.