Director, Customer Success

Job not on LinkedIn

🕒 March 20

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Prudentia Sciences

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

🧬 Biotechnology

☁️ SaaS

💰 $7M Series unknown on 2025-02

Artificial Intelligence • Biotechnology • SaaS

Prudentia Sciences is an AI-native SaaS platform that accelerates life-sciences dealmaking by automating and augmenting scientific due diligence, asset valuation, and scenario planning for pharma, biotech, and investors. It synthesizes datarooms with public and proprietary data, provides explainable AI insights and expert-in-the-loop reviews to support portfolio strategy, valuation, and deal execution, with enterprise-grade security and scalability.

📋 Description

• 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 • 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 • 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 • 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

🎯 Requirements

• 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

🏖️ Benefits

• Professional development opportunities