Job Title Director / AD, Pharmacovigilance Customer Success Type Fulltime Location Remote ABOUT THE ROLE Our customer a pharmacovigilance signal detection and management platform, helps life sciences organizations identify, evaluate, and act on emerging safety signals with speed and confidence. We are seeking a Director of Customer Success to own the health, growth, and long-term value of our customer base. This is a commercially minded leadership role with three core mandates. You will be the trusted advisor to drug safety leaders at our customers, the voice of the customer inside our organization, and the tip of the spear for revenue expansion. You will know where every account stands, what each customer needs to succeed, and where the next opportunity lies — and you will turn that insight into renewals, expansion, and a stronger product. KEY RESPONSIBILITIES Customer Health & Sentiment Own the end-to-end post-implementation relationship for a portfolio of customers, from application owners and signal management teams to heads of drug safety and executive sponsors. Proactively monitor and manage customer sentiment through health scoring, usage and adoption metrics, NPS/CSAT, and regular executive engagement. Identify risk early and lead escalations through to resolution, coordinating Support, Engineering, and Product to protect customer confidence and secure renewals. Lead Quarterly Business Reviews and value reviews that demonstrate measurable outcomes and align adoption with each customer’s strategic safety objectives. Voice of the Customer Serve as the voice of the customer internally, synthesizing feedback, usage patterns, and unmet needs into clear, prioritized insights for Product Management and Engineering. Partner closely with Product Management to shape the product roadmap, validate new capabilities with customers, and drive adoption of new releases. Establish and lead customer advisory boards, user communities, and cross-customer forums that foster collaboration, peer learning, and advocacy. Revenue Expansion & Growth Act as the tip of the spear for account growth, identifying, qualifying, and developing expansion opportunities across additional modules, data sources, users, business units, geographies, and services. Build and execute strategic account plans with defined growth targets, mapping stakeholders, budgets, buying cycles, and decision processes. Partner with Sales to progress opportunities from discovery through close, with accountability for gross and net revenue retention across the portfolio. Cultivate customer references, case studies, and advocates that accelerate new business. Strategic Advisory Discuss opportunities with customers on signal detection and management best practices, helping them streamline workflows, strengthen inspection readiness, and achieve their business goals. Bring an informed industry perspective on evolving regulatory expectations and emerging technologies, including AI-enabled safety analytics. WHAT SUCCESS LOOKS LIKE Customers who are measurably realizing value and view us as a strategic partner. Strong gross and net revenue retention, with a healthy, growing pipeline of expansion opportunities. A consistent flow of customer insight that visibly shapes the product roadmap. QUALIFICATIONS Required 10+ years of experience in life sciences, software, or consulting, including significant customer-facing experience with enterprise clients. Strong working knowledge of drug safety and pharmacovigilance processes and regulations, ideally including signal detection and management (e.g., EU GVP Module IX, FDA guidance). Proven ability to build and manage relationships with executive stakeholders at large global pharmaceutical or biotech companies. Demonstrated success driving renewals, upsell, or cross-sell, with comfort owning or contributing to revenue targets. Data-driven approach to account management, using health metrics and usage insight to act proactively. Exceptional communication, presentation, and executive presence, with the ability to translate complex scientific and technical concepts into clear business value. Strong problem-solving skills and a proactive, ownership-driven mindset. Ability to travel up to 25%. Must be legally authorized to work in the United States without current or future need for visa sponsorship. Preferred Hands-on experience with pharmacovigilance products such as signal detection, safety database, or safety analytics applications. Experience in a high-growth enterprise SaaS environment. Familiarity with customer success and CRM platforms (e.g., Gainsight, Salesforce). Degree in life sciences, pharmacy, computer science, or a related business field; advanced degree a plus.