At Clario, a part of Thermo Fisher Scientific, we develop regulated technology that helps unlock better evidence and improve patient outcomes worldwide. Our software platforms support clinical trials, diagnostics, and medical decision‑making in highly controlled regulatory environments.
As an Account Director, Client Success, you will lead designated strategic client accounts and own the overall client relationship across all Clario business units. This role is pivotal in driving client satisfaction, retention, and growth by building trusted partnerships, understanding client objectives, and ensuring seamless delivery of Clario’s products and services. You will serve as the primary strategic point of contact, collaborate closely with internal teams, and advocate for client needs to drive operational excellence, commercial outcomes, and long‑term partnerships.
What We Offer
- Competitive compensation
- Comprehensive health, dental, and vision coverage
- Retirement savings plan with company contribution
- Paid time off and company holidays
What You’ll Be Doing
- Build and maintain strong, trusted relationships with key client stakeholders, establishing appropriate governance structures for assigned accounts
- Serve as the primary strategic point of contact for designated clients across all Clario business units
- Partner with clients to understand business needs and objectives, and collaborate with Sales and Operations to develop and execute account strategies
- Act as the voice of the customer internally, ensuring expectations are aligned and managed effectively
- Support client education on Clario products and services to enable growth and maximize value
- Translate client feedback into proactive actions to improve Net Promoter Score (NPS), retention, and renewals
- Support cross‑sell and upsell opportunities by leveraging strong client relationships in partnership with Sales
- Monitor overall account health, including SLAs, KPIs, and deliverables, and proactively mitigate risks
- Ensure timely and effective issue resolution with a focus on minimizing impact to patients and service end users
- Partner with clients and internal teams to drive continuous improvement and innovative solutions
- Foster long‑term partnerships and convert key contacts into promoters of the Clario brand
- Measure success through relationship health (NPS and relationship depth), account performance, and commercial outcomes including revenue growth and profitability
What We Look For
- Bachelor’s degree or equivalent experience
- Minimum of 5 years’ experience managing complex client accounts with responsibility for commercial and service delivery performance
- Minimum of 3 years’ experience in the life sciences industry; experience in clinical data or endpoint collection services preferred
- Strong ability to work independently and drive outcomes in a matrixed, global environment
- Proven ability to communicate and collaborate at all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations
- Strong commercial acumen with a focus on client satisfaction and value realization
- Ability to manage change through clear communication and stakeholder alignment
- Strong strategic thinking and ability to develop and execute short‑ and long‑term account strategies
- Skilled in conflict management with a logical, diplomatic, and solutions‑oriented approach
- Excellent interpersonal and soft skills, including written and verbal communication, organization, adaptability, emotional intelligence, and relationship management
At Clario, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, supporting innovative technology, or collaborating with global teams, your work helps bring life‑changing therapies to patients faster.
Clario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.
Skills Required
- Bachelor's degree or equivalent experience
- At least 5 years of experience managing complex client accounts with responsibility for commercial and service delivery performance
- At least 3 years of experience in the life sciences industry
- Experience in clinical data or endpoint collection services
- Ability to work independently and drive outcomes in a matrixed, global environment
- Ability to communicate and collaborate at all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations
- Strong commercial acumen focused on client satisfaction and value realization
- Ability to manage change through clear communication and stakeholder alignment
- Strategic thinking and ability to develop and execute short- and long-term account strategies
- Conflict management skills with a logical, diplomatic, and solutions-oriented approach
- Excellent written and verbal communication, organization, adaptability, emotional intelligence, and relationship management skills
Clario Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Clario and has not been reviewed or approved by Clario.
-
Leave & Time Off Breadth — Time off is described as generous, including flexible PTO for some roles and up to 26–31 PTO days for eligible staff. The calendar includes 15 paid company holidays and a Winter Break.
-
Healthcare Strength — Healthcare offerings include multiple medical plan options via Highmark with coordinated care navigation, plus dental and vision through established carriers. Employer HSA contributions and mental-health support broaden the package.
-
Inclusive Benefits Coverage — Coverage highlights include domestic-partner eligibility, transgender-inclusive care, and HIV prevention/treatment. These inclusive elements are presented alongside broader inclusion commitments.
Clario Insights
What We Do
-- Clario has been named a Top Workplace by Energage for the 2022 Top Workplaces USA national awards. -- Clario generates the richest clinical evidence by fusing our deep scientific expertise and global scale into the broadest endpoint technology platform. By doing this, we empower our partners to transform lives. With almost 50 years of experience, 19,000 clinical trials, and 870 regulatory approvals, Clario has mastered the ability to generate rich evidence across a Trial Anywhere™ portfolio: decentralized (DCT), hybrid and site-based clinical trials. With 30 facilities in nine countries across North America, Europe, and Asia Pacific, Clario delivers the power of certainty. Partners ————— Clario brings the best of ERT and Bioclinica together to work alongside our partners to solve some of their biggest questions on topics such as: - eCOA vs. paper - Decentralized Clinical Trial (DCT) - Rescue a clinical trial - Broad endpoint technology: cardiac safety, imaging, respiratory And many more. People ———— We are so honoured to be named a 2022 Top Workplace by Energage. One of our leading values at Clario is People First Always. We help individuals build meaningful careers at Clario as they serve to help transform patients lives. Join us on this journey and check out our careers page: https://clario.com/careers/
