Senior Vice President, Customer Success

Senior Vice President, Customer SuccessAbout the CompanyInnovative provider of AI-powered clinical trial softwareIndustryComputer SoftwareTypePrivately Held, VC-backedFounded2019Employees11-50Funding$11-$25 millionAbout the RoleThe Company is seeking an SVP or VP of Customer Success to join their leadership team. The successful candidate will be responsible for scaling the customer-facing organization and maintaining a high-touch, high-ownership customer experience as the company grows. This role demands a strategic and tactical leader who can ensure end-to-end cross-functional alignment of customer outcomes, from onboarding to expansion enablement. The ideal candidate will have a proven track record in scaling customer-facing teams, particularly within the B2B SaaS sector, with a preference for those with experience in the pharmaceutical or life sciences industries. They must be adept at operating through ambiguity, leading multi-disciplinary customer functions, and improving customer retention, adoption, and expansion readiness in enterprise environments. Key responsibilities for the SVP or VP of Customer Success include driving the evolution of the customer operating model, creating and refining scalable playbooks, and building clarity of ownership across teams. The role also involves setting and overseeing the customer operating cadence, serving as an executive sponsor for key enterprise accounts, and partnering with cross-functional teams to ensure customer feedback is integrated into product improvements. The ideal candidate will have a startup mindset, be comfortable with a hands-on leadership approach, and possess a strong balance of idealism and pragmatism. They should be skilled in strategic and tactical leadership, with a focus on customer outcomes, and have the ability to coach and develop leaders and teams to build a culture of ownership, empathy, and high standards.Travel PercentLess than 10%FunctionsOperations