Sr. Customer Success Director - Pharmaceutical Brands
About The Position
PrescriberPoint is a Series A healthtech company whose platform helps U.S. healthcare professionals navigate prescribing information, coverage restrictions, prior authorization requirements, and patient affordability. Pharmaceutical manufacturers use the platform for data-driven digital programs that reach and support prescribers. The Senior Director of Customer Success is a senior individual contributor responsible for PrescriberPoint’s largest and most complex pharmaceutical brand relationships. The role personally leads a portfolio of top-tier manufacturer accounts and owns retention and revenue growth. It combines account management and sales, requiring trusted relationships with stakeholders across brand, marketing, market access, and digital teams, as well as the ability to translate complex data and technology into useful client insights. The role also helps establish customer-success standards through playbooks, account reviews, and leadership in challenging client conversations. This is a 100% remote position that must be performed within the United States. PrescriberPoint cannot facilitate visas.
Requirements
- Bachelor’s degree in Business, Marketing, Life Sciences, or a related field.
- At least 10 years of experience in customer success, account management, sales, or a related field, with substantial experience servicing pharmaceutical manufacturers.
- Account-management experience at a service provider and/or customer-success experience with a SaaS provider serving pharmaceutical manufacturers.
- Demonstrated ability to manage and materially expand client accounts, ideally in a SaaS or service-oriented environment, and meet or exceed customer-satisfaction and retention goals.
- Experience as the most senior client-facing owner on strategic accounts, including navigating executive stakeholders and multi-brand relationships.
- Deep experience working with and explaining complex technological and data concepts to non-technical audiences.
- Exceptional written and verbal communication skills, including presenting to senior client stakeholders and producing compelling, clear presentations and client-ready communications with minimal supervision.
- Ability to prioritize multiple clients and workstreams while delivering strong client service and internal KPIs.
- Ability to design scalable processes for cross-functional collaboration on customer relationships, onboarding, retention, and support handoffs.
- Ability to lead voice-of-customer strategy and apply domain knowledge to guide cross-team problem-solving.
- Ability to create scalable playbooks and customer-success enablement tools and align process improvements with business goals.
- Commitment to integrity and to legal, regulatory, and ethical standards.
- Applicants must have account-management or customer-success experience servicing pharmaceutical brands.
- Must be able to perform the remote role within the United States; the company cannot facilitate visas.
Nice To Haves
- MBA or another advanced degree.
- HealthTech start-up experience.
Responsibilities
- Serve as the primary contact for a portfolio of top-tier pharmaceutical brand clients and build trusted relationships across multiple touchpoints.
- Understand each client’s business needs, challenges, and objectives to support retention and growth.
- Conduct proactive check-ins, solicit feedback, address issues, and share updates before clients request them.
- Lead regular account reviews, offering strategic recommendations and reporting progress against KPIs.
- Create, execute, and continually optimize customer-success strategies tailored to each client.
- Collaborate with sales, product, and marketing to develop solutions aligned with clients’ current goals and future needs.
- Identify, pursue, and close upsell, cross-sell, and additional brand opportunities using the firm’s resources.
- Maintain a deep understanding of PrescriberPoint’s products, development roadmap, and current and prospective client needs.
- Oversee service delivery and ensure deliverables meet quality standards and deadlines.
- Manage project timelines, resource allocation, and client expectations.
- Provide product training, onboarding, and ongoing support to client teams as needed.
- Troubleshoot issues and seek resolutions to maintain client satisfaction.
- Monitor and report client-health metrics, including engagement, product usage, and satisfaction.
- Prepare and present client-facing reports and presentations that clearly convey complex information, achievements, key metrics, and future opportunities.
- Use analytics to identify trends and improvement areas and implement best practices.
- Create scalable playbooks, templates, and enablement tools for the customer-success team.
- Mentor and coach less experienced customer-success managers on account strategy, client escalations, and executive communications, without formal reporting authority.
- Lead voice-of-customer strategy and bring client insight into product, marketing, and commercial planning.
- Design and influence scalable cross-functional processes for onboarding, retention, escalations, and support handoffs.
- Design scalable cross-functional collaboration processes and align customer-success process improvements with business goals.
Benefits
- 401(k) with matching
- Open PTO
- Remote stipend
- Yearly education budget
- Fertility and family-building support
- Caregiving assistance
- Enhanced primary care coverage
- Health insurance; the company pays 90% of premiums and fully funds the HSA option deductible
- Bonus/commission of up to 20% of base salary, based on performance metrics
- Eligibility for company stock options
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What This Job Offers
Job Type
Full-time
Career Level
Senior
