Full-Time Head of Customer Success

• Establish the Customer Success Function
• Define and implement renewals processes
• Develop and optimize the customer success playbook
• Create processes for improving Customer Satisfaction scores
• Define metrics to measure member health and churn mitigation plans
• Develop communication and information flow frameworks
• Refine communication cadence and reporting packs
• Own the member onboarding process
• Manage, lead, and develop the Customer Success team
• Define and create reporting packs and dashboards
• Build and maintain churn forecasting models

• Proven success in Customer Success management
• Experience managing customer lifecycle processes
• Ability to lead teams and drive cross-functional initiatives
• Experience in pharmaceutical, biotechnology, life-sciences and/or healthcare
• Strategic thinking and hands-on approach
• Strong communicator and influencer
• Effective networker and collaborator
• Commercial acumen and experience in building retention strategies
• Numerate and data-driven

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