Director, Customer Success

Prudentia Sciences is an AI-powered technology platform transforming how biopharma, biotech, and life sciences investors approach portfolio management, due diligence, and value and risk simulation. Our platform accelerates investment in breakthrough therapies by:

• Empowering biopharma to accelerate drug pipelines, maximize ROI, and achieve clinical and commercial success for greater patient impact
• Enabling strategic positioning of asset value during portfolio planning and dealmaking
• Equipping investors with data-driven insights to optimize capital allocation in drug asset transactions

Backed by GV (Google Ventures), Iaso Ventures, Virtue, McKesson, and SignalFire, we're on a mission to unlock the full potential of pharmaceutical R&D by empowering decision-makers with real-time, data-driven insights.

We're seeking an exceptional Director of Customer Success to join our fast-growing team during a pivotal phase. In this role, you'll own strategic relationships with our most important biopharma customers, driving deep platform adoption, measurable business outcomes, and retention. This is a high-impact, hands-on position where you'll shape customer success strategy while directly managing a portfolio of enterprise accounts.

Drive Strategic Customer Outcomes

• Own a portfolio of strategic biopharma accounts, serving as a trusted advisor who aligns our platform with our clients' long-term business objectives
• Lead quarterly business reviews that demonstrate clear ROI, align on evolving priorities, and strengthen executive sponsorship
• Define and track customer health metrics (NRR, GRR, NPS, product adoption) and translate insights into actionable strategies that influence product roadmap and company direction
• Serve as the voice of the customer to Product, Engineering, Sales, and Scientific teams, ensuring customer needs drive our innovation priorities

Lead Implementation and Drive Adoption

• Orchestrate complex customer implementations including platform configuration, custom development, and data integrations aligned to customer use cases
• Design and execute account-specific onboarding strategies, facilitating executive workshops and hands-on training that accelerate time-to-value
• Develop educational resources (guides, videos, best practices) and host office hours to deepen engagement and expand platform usage across customer organizations
• Proactively communicate product updates, new capabilities, and innovative use cases to maximize customer value realization

Own Commercial Success and Growth

• Develop and execute commercial strategy for your portfolio, identifying expansion opportunities and leading renewal negotiations to achieve industry-leading retention rates 
• Monitor usage patterns, engagement signals, and business outcomes to proactively address at-risk accounts and surface upsell opportunities
• Transform satisfied customers into vocal advocates who provide references, case studies, testimonials, and speak at industry events
• Partner with Sales on strategic expansion and new logo opportunities within existing accounts

Provide Expert Technical Support

• Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution paths
• Develop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflows
• Create feedback loops that ensure technical issues inform product improvements and prevent recurring problems

Essential Qualifications

• 8+ years of customer success, account management, or implementation experience in B2B SaaS or enterprise software
• Proven experience in pharmaceutical, biopharma, biotech, or life sciences industries 
• Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks—you can speak credibly with BD, Portfolio Strategy, and R&D leaders
• Demonstrated ability to navigate complex, multi-stakeholder decision-making within large pharmaceutical organizations
• Strong technical aptitude with ability to quickly master sophisticated software platforms and explain technical concepts to non-technical audiences
• Exceptional executive presence and communication skills—equally comfortable presenting to C-suite executives and conducting hands-on training sessions
• Entrepreneurial mindset with comfort operating in fast-paced, high-growth environments where priorities evolve quickly
• Track record of driving measurable customer outcomes and achieving retention/expansion targets

Bonus points

• Direct experience in large pharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy roles
• Experience coaching or leading customer success team members
• Hands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence software
• Proficiency with customer success platforms (Hubspot, etc.)
• Advanced degree (MS, PhD, MBA) in life sciences, business, or related field