Full-Time Vice President Client Success

THE POSITION: The Client Success Management (CSM) Leader will be responsible for developing and executing strategies to retain and grow client accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Client Success Management: Establish and lead the CSM function. Create a detailed framework and process for effective CSM, working closely with Compliance Services leadership and Client Managers/Project Leads.
2. Client Retention and Growth: Develop and implement strategies for client retention and growth. Implement effective mechanisms to capture intelligence within key accounts, and implement strategies to mitigate competitive threats. Maintain a robust contract tracker for renewals.
3. Engagement and Communication: Identify, participate, and drive key engagement strategies with clients (e.g., business reviews, relationship reviews, quarterly newsletters). Build communication plans and templates.
4. Implement and achieve key CSM KPIs: Define, implement, and achieve key CSM KPIs including client health score, retention rate, renewal rate, NPS, revenue growth, deeper client relationships, revenue predictability, and early risk detection.
5. People Leadership: Oversee a small CSM team (as it develops). Interview, select, supervise, and provide feedback to team members. Manage performance, work processes, and resources.
6. Minimum Knowledge, Skills and Abilities:
• 15+ years in Client Success Management, client relations, or business development.
• Experience in the life sciences industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strategic thinking, problem-solving, data analysis, and metric interpretation skills.
7. Education: Bachelor’s degree in business, marketing, or a related field; MBA preferred.

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