Client Success Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and sustain strong, trusted relationships with key client stakeholders, establishing suitable governance frameworks for assigned accounts.

• Act as the primary strategic liaison for designated clients across all Clario business divisions.

• Collaborate with clients to comprehend their business needs and objectives, working alongside Sales and Operations to formulate and implement account strategies.

• Represent the customer’s voice internally, ensuring that expectations are effectively aligned and managed.

• Facilitate client education on Clario products and services to drive growth and enhance value.

• Convert client feedback into proactive measures to boost Net Promoter Score (NPS), retention, and renewals.

• Assist in cross-sell and upsell initiatives by leveraging robust client relationships in conjunction with Sales.

• Oversee overall account health, including SLAs, KPIs, and deliverables, while proactively addressing risks.

• Ensure prompt and effective resolution of issues, focusing on minimizing the impact on patients and service end users.

• Collaborate with clients and internal teams to foster continuous improvement and innovative solutions.

• Cultivate lasting partnerships and transform key contacts into advocates of the Clario brand.

• Evaluate success through relationship health (NPS and relationship depth), account performance, and commercial results, including revenue growth and profitability.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• At least 5 years of experience managing complex client accounts, responsible for commercial and service delivery performance.

• Minimum of 3 years of experience in the life sciences sector; experience in clinical data or endpoint collection services is preferred.

• Strong capability to work independently and drive results in a matrixed, global environment.

• Demonstrated ability to communicate and collaborate across all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations.

• Robust commercial acumen with a focus on client satisfaction and value realization.

• Ability to manage change through effective communication and alignment with stakeholders.

• Strong strategic thinking skills, with the capacity to develop and implement both short- and long-term account strategies.

• Proficient in conflict resolution, employing a logical, diplomatic, and solutions-oriented approach.

• Excellent interpersonal and soft skills, encompassing written and verbal communication, organization, adaptability, emotional intelligence, and relationship management.

🏝️ Benefits

• Competitive compensation.

• Comprehensive health, dental, and vision coverage.

• Retirement savings plan with company contribution.

• Paid time off and company holidays.