Customer Success Lead – Biopharma
Job Title: Customer Success Lead – Biopharma
Location: Remote (U.S. based); : San Francisco Bay Area (preferred)
About Citizen
At Citizen Health, we have a singular mission: to improve the lives of the 400+ million people suffering from rare and complex conditions. Leveraging our AI-powered data platform, we empower patients with seamless access and control over their health data that they can share across our multi-sided ecosystem with caregivers, providers and researchers to illuminate better treatment and support options, while bringing therapies to patients faster. We support thousands of patients, work with a rapidly growing network of patient advocacy organizations, and innovate with leading biopharma organizations to accelerate therapies, always ensuring patients remain at the center.
Role Overview
We're seeking our first Customer Success Lead to own and expand our pharmaceutical client relationships post-sale. This is a player-coach role where you'll personally manage our most strategic accounts while building the customer success function from the ground up. You'll be the primary interface between our clients and internal teams, ensuring flawless project execution while identifying opportunities for growth and expansion. This role is a mix of strategy, client management, internal management and sales. It is meant for an individual who enjoys working with partners while thinking strategically on how the business can grow.
What You'll Do
Account Management & Relationship Building
Own post-sale relationships with all biotech and pharmaceutical clients, serving as their primary point of contactBuild deep, trusted relationships with stakeholders across clinical ops, medical affairs, R&D, and commercial teamsConduct regular business reviews and strategic planning sessions with client leadershipBecome the voice of the customer within Citizen Health, advocating for client needs and priorities
Project Execution & Delivery
Lead complex, multi-stakeholder projects from kickoff through completionCoordinate cross-functional internal teams (data science, engineering, clinical) to deliver on client commitmentsManage project timelines, milestones, and deliverables to ensure on-time, on-budget executionProactively identify and resolve issues before they impact client satisfactionEnsure all projects meet pharma industry standards and regulatory requirements
Growth & Expansion
Identify opportunities for additional projects and expanded scope within existing accountsDevelop and execute account expansion strategies to drive revenue growthCollaborate with sales team on renewals and upsell opportunitiesCreate compelling case studies and success stories to support new business efforts
Process & Operations Development
Build customer success processes, playbooks, and best practices from scratchEstablish metrics and KPIs to measure client health, satisfaction, and expansion potentialCreate onboarding workflows and project management frameworksDocument lessons learned and develop scalable approaches for future team growthEventually hire and manage a customer success team as we scale
Cross-Functional Collaboration
Partner closely with product, engineering, and clinical teams to prioritize client needsWork with sales and marketing teams to share client insights and support pipeline growthCollaborate with leadership team on strategic account planning and resource allocation
Who You Are
Required Experience
6-10 years of customer success, account management, or project management experience in healthcare/life sciencesTrack record managing complex, high-touch client relationships with multiple stakeholdersExperience with enterprise clients in healthcare, life sciences, or other highly regulated industriesProven ability to manage and execute multi-month, technical implementation projectsHistory of identifying and closing expansion opportunities within existing accounts
Cross-Functional Versatility
Account Management: Deep relationship building with C-level and VP-level stakeholdersProject Management: Complex project execution with cross-functional teams and tight deadlinesBusiness Development: Identifying growth opportunities and driving revenue expansionOperations: Building processes, systems, and scalable approaches from the ground upCustomer Advocacy: Translating client needs into product requirements and strategic priorities
Skills & Traits
Executive presence: Comfortable engaging with senior pharmaceutical executivesStartup DNA: Thrives in fast-paced, ambiguous environments with multiple competing prioritiesProblem-solving mindset: Proactively identifies issues and develops creative solutionsGrowth orientation: Naturally seeks opportunities to expand client relationships and drive revenueCommunication excellence: Strong written and verbal communication skills for technical and executive audiencesProcess builder: Can create structure and scalability in ambiguous environments
Preferred Background
Experience at pharma services companies, CROs, health data platforms, or clinical technology vendorsHealthcare or life sciences domain knowledgeExperience with data/analytics platforms or AI/ML productsTrack record building customer success functions at high-growth companiesConsulting or professional services background
Technical Aptitude
Comfortable discussing technical concepts with data science and engineering teamsAbility to understand and explain complex data and AI platforms to client stakeholdersExperience managing projects involving data integration, analytics, or technology implementations
What We Offer
Join us as the founding customer success leader at a company transforming healthcare data and AI. You'll have the opportunity to build lasting relationships with leading pharmaceutical companies while creating the customer success function that will scale with our rapid growth.
Location: San Mateo, CA (hybrid/on-site preferred)
Compensation:
Base salary: $160K - $180K
Citizen Health is an equal opportunity employer committed to diversity and inclusion.
Apply Now
Location: Remote (U.S. based); : San Francisco Bay Area (preferred)
About Citizen
At Citizen Health, we have a singular mission: to improve the lives of the 400+ million people suffering from rare and complex conditions. Leveraging our AI-powered data platform, we empower patients with seamless access and control over their health data that they can share across our multi-sided ecosystem with caregivers, providers and researchers to illuminate better treatment and support options, while bringing therapies to patients faster. We support thousands of patients, work with a rapidly growing network of patient advocacy organizations, and innovate with leading biopharma organizations to accelerate therapies, always ensuring patients remain at the center.
Role Overview
We're seeking our first Customer Success Lead to own and expand our pharmaceutical client relationships post-sale. This is a player-coach role where you'll personally manage our most strategic accounts while building the customer success function from the ground up. You'll be the primary interface between our clients and internal teams, ensuring flawless project execution while identifying opportunities for growth and expansion. This role is a mix of strategy, client management, internal management and sales. It is meant for an individual who enjoys working with partners while thinking strategically on how the business can grow.
What You'll Do
Account Management & Relationship Building
Own post-sale relationships with all biotech and pharmaceutical clients, serving as their primary point of contactBuild deep, trusted relationships with stakeholders across clinical ops, medical affairs, R&D, and commercial teamsConduct regular business reviews and strategic planning sessions with client leadershipBecome the voice of the customer within Citizen Health, advocating for client needs and priorities
Project Execution & Delivery
Lead complex, multi-stakeholder projects from kickoff through completionCoordinate cross-functional internal teams (data science, engineering, clinical) to deliver on client commitmentsManage project timelines, milestones, and deliverables to ensure on-time, on-budget executionProactively identify and resolve issues before they impact client satisfactionEnsure all projects meet pharma industry standards and regulatory requirements
Growth & Expansion
Identify opportunities for additional projects and expanded scope within existing accountsDevelop and execute account expansion strategies to drive revenue growthCollaborate with sales team on renewals and upsell opportunitiesCreate compelling case studies and success stories to support new business efforts
Process & Operations Development
Build customer success processes, playbooks, and best practices from scratchEstablish metrics and KPIs to measure client health, satisfaction, and expansion potentialCreate onboarding workflows and project management frameworksDocument lessons learned and develop scalable approaches for future team growthEventually hire and manage a customer success team as we scale
Cross-Functional Collaboration
Partner closely with product, engineering, and clinical teams to prioritize client needsWork with sales and marketing teams to share client insights and support pipeline growthCollaborate with leadership team on strategic account planning and resource allocation
Who You Are
Required Experience
6-10 years of customer success, account management, or project management experience in healthcare/life sciencesTrack record managing complex, high-touch client relationships with multiple stakeholdersExperience with enterprise clients in healthcare, life sciences, or other highly regulated industriesProven ability to manage and execute multi-month, technical implementation projectsHistory of identifying and closing expansion opportunities within existing accounts
Cross-Functional Versatility
Account Management: Deep relationship building with C-level and VP-level stakeholdersProject Management: Complex project execution with cross-functional teams and tight deadlinesBusiness Development: Identifying growth opportunities and driving revenue expansionOperations: Building processes, systems, and scalable approaches from the ground upCustomer Advocacy: Translating client needs into product requirements and strategic priorities
Skills & Traits
Executive presence: Comfortable engaging with senior pharmaceutical executivesStartup DNA: Thrives in fast-paced, ambiguous environments with multiple competing prioritiesProblem-solving mindset: Proactively identifies issues and develops creative solutionsGrowth orientation: Naturally seeks opportunities to expand client relationships and drive revenueCommunication excellence: Strong written and verbal communication skills for technical and executive audiencesProcess builder: Can create structure and scalability in ambiguous environments
Preferred Background
Experience at pharma services companies, CROs, health data platforms, or clinical technology vendorsHealthcare or life sciences domain knowledgeExperience with data/analytics platforms or AI/ML productsTrack record building customer success functions at high-growth companiesConsulting or professional services background
Technical Aptitude
Comfortable discussing technical concepts with data science and engineering teamsAbility to understand and explain complex data and AI platforms to client stakeholdersExperience managing projects involving data integration, analytics, or technology implementations
What We Offer
Join us as the founding customer success leader at a company transforming healthcare data and AI. You'll have the opportunity to build lasting relationships with leading pharmaceutical companies while creating the customer success function that will scale with our rapid growth.
Location: San Mateo, CA (hybrid/on-site preferred)
Compensation:
Base salary: $160K - $180K
Citizen Health is an equal opportunity employer committed to diversity and inclusion.
Apply Now