Director, Customer Success

About Prudentia Sciences 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 impactEnabling strategic positioning of asset value during portfolio planning and dealmakingEquipping 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. The Opportunity 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. What You'll Do 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 objectivesLead quarterly business reviews that demonstrate clear ROI, align on evolving priorities, and strengthen executive sponsorshipDefine and track customer health metrics (NRR, GRR, NPS, product adoption) and translate insights into actionable strategies that influence product roadmap and company directionServe 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 casesDesign and execute account-specific onboarding strategies, facilitating executive workshops and hands-on training that accelerate time-to-valueDevelop educational resources (guides, videos, best practices) and host office hours to deepen engagement and expand platform usage across customer organizationsProactively 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 opportunitiesTransform satisfied customers into vocal advocates who provide references, case studies, testimonials, and speak at industry eventsPartner 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 pathsDevelop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflowsCreate feedback loops that ensure technical issues inform product improvements and prevent recurring problems Who You Are Essential Qualifications 8+ years of customer success, account management, or implementation experience in B2B SaaS or enterprise softwareProven 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 leadersDemonstrated ability to navigate complex, multi-stakeholder decision-making within large pharmaceutical organizationsStrong technical aptitude with ability to quickly master sophisticated software platforms and explain technical concepts to non-technical audiencesExceptional executive presence and communication skills—equally comfortable presenting to C-suite executives and conducting hands-on training sessionsEntrepreneurial mindset with comfort operating in fast-paced, high-growth environments where priorities evolve quicklyTrack 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 rolesExperience coaching or leading customer success team membersHands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence softwareProficiency with customer success platforms (Hubspot, etc.)Advanced degree (MS, PhD, MBA) in life sciences, business, or related field Locations: Remote (United States); Cambridge, MA