VP, Commercial Account Management

TriNetX•Cambridge, MA

22h•Hybrid

About The Position

The Vice President, Account Management leads TriNetX’s Commercial Account Management organization and is accountable for account health, net revenue retention, and growth from existing clients in the Pharma, Pharma Services, Government, and Regulatory markets. The role owns client satisfaction, Net Promoter Score (NPS), retention, and engagement with strategic client stakeholders through a high-performing team. It is a people-leadership position focused on leading the team and account portfolio rather than carrying individual accounts. The role reports to the SVP, Sales & Account Management and aligns the organization with company objectives while fostering excellence, collaboration, and customer-centricity. The position may be based in Cambridge, Massachusetts (hybrid) or remotely in the U.S. It reports to TriNetX’s global headquarters in Cambridge, and domestic and international travel is expected when needed. TriNetX connects healthcare organizations and researchers globally with real patient population data. It keeps identifiable data within clinical sites, emphasizing security, provenance, granularity, and governed patient linkage. Its platform and services support life sciences, healthcare, and academic institutions in areas including clinical research and improving health outcomes.

Requirements

Bachelor’s degree in Business, Life Sciences, or a related field.
15+ years of experience in account management or client success, preferably in life sciences or healthcare technology.
At least 3 years leading an account management or customer success team.
Robust experience directly leading a team of 6 or more Account Managers, including regular one-on-ones, coaching, and performance management.
Strong understanding of real-world data, healthcare analytics, and pharmaceutical industry dynamics.
Proven track record of growing revenue from existing accounts and improving net revenue retention.
Demonstrated success improving account health, client satisfaction, NPS, and retention, with strong executive-level relationships with strategic client stakeholders.
Experience aligning Sales and Account Management on strategic account planning.
Experience managing renewals, multi-year contracts, and expansion forecasts for a recurring-revenue SaaS, data, or services business.
Experience in talent development, succession planning, and hiring.
Exceptional communication, strategic thinking, and operational management skills.
Ability to thrive in a fast-paced, global organization and willingness to travel as needed.

Nice To Haves

MBA or advanced degree.
Familiarity with clinical development, clinical trial feasibility and recruitment, or real-world evidence use cases, and with how biopharma, pharma services, and regulatory clients buy and use them.
Understanding of healthcare data privacy and compliance requirements, such as HIPAA and GDPR.
Experience scaling an account management organization in a data, SaaS, or analytics business.
Experience with CRM and customer success tooling, and with data-driven account health and forecasting methods.

Responsibilities

Develop and execute an account management strategy aligned with commercial goals, with clear team performance metrics and accountability.
Drive net revenue retention and expansion across existing clients; own renewal and growth forecasting and ensure the team closes upsell, cross-sell, and renewal opportunities.
Own the renewal calendar and multi-year contract strategy, partnering with Finance, Legal, and Sales on pricing, packaging, contract terms, usage, and entitlement management.
Maintain account health across the portfolio by driving client satisfaction, NPS, retention, and engagement, and implement improvement plans for at-risk accounts.
Ensure clients realize measurable value from the platform and real-world data, including clinical trial design and feasibility, site selection and patient recruitment, and real-world evidence generation.
Build senior-level relationships with strategic clients across biopharma, pharma services, government, and regulatory organizations, and serve as the escalation point for strategic accounts and critical issues.
Align Sales and Account Management on strategic account planning, account ownership, handoffs, pipeline visibility, and joint go-to-market plans for priority accounts.
Lead, coach, mentor, and scale Account Managers and supporting roles through goal setting, regular one-on-ones, performance management, succession planning, and hiring.
Partner with Product, Data, Client Delivery, Research Services, and Customer Support to incorporate client needs, feedback, and risks into roadmap and delivery priorities.
Deliver accurate retention, renewal, and expansion forecasts and regular performance and risk reporting to executive leadership.
Implement standardized account management processes, tools, and reporting, and use data and analytics to optimize account strategies.
Ensure the team follows company policies, contractual obligations, and data privacy and security requirements, including HIPAA and GDPR.
Monitor industry trends, including real-world data, AI, and regulatory acceptance of real-world evidence, and share client and market insights to inform product development and services.