Customer Success Director

Who We Are  

Claritas Rx started with a simple vision: to tangibly improve how biopharmaceutical manufacturers understand their specialty product performance in the marketplace. Since then, Claritas Rx has grown from a small channel data consultancy to become a pioneer in patient-level data integration and analytics for the biopharmaceutical industry. Today, our customers range from small biotechnology companies launching their first specialty product to large global manufacturers with a strong portfolio of specialty products. 

The Position 

Claritas Rx empowers pharmaceutical manufacturers to optimize the treatment journey for patients. As a Customer Success Director, you will lead strategic partnerships with our customers, ensuring exceptional delivery of our solutions while driving growth and fostering long-term relationships. In this role, you will oversee a team of customer success professionals and collaborate with cross-functional teams to deliver impactful insights and outcomes that exceed customer expectations.

We support a wide range of commercial products, from rare/ultra-rare disease and oncology treatments supporting small patient populations to much larger data volumes including osteoporosis and NASH treatments. As the primary business partner for your accounts, you’ll align Claritas Rx’s capabilities with the diverse and evolving needs of our customer stakeholders across Market Access, Commercial Operations, Trade, IT, and Finance. You will be accountable for delivering customer satisfaction and referenceability, meeting revenue, new subscription bookings and gross margin targets, and identifying opportunities to expand our partnership with existing customers through tailored solutions and strategic recommendations.

Key Accountabilities 

Customer Leadership & Relationship Management

• Serve as the key strategic advisor for your accounts, cultivating relationships with customer executives across functions and understanding their business objectives.
• Ensure customers realize measurable value from Claritas Rx solutions, proactively identifying opportunities for growth and innovation so customers see Claritas Rx as their key source of data insights.
• Act as the primary escalation point for customer concerns after their CS Manager, partnering with the Customer Experience Leadership team to ensure swift and effective resolution.
• Cultivate relationships within your customer base to serve as reference contacts for new sales prospects

Team Management & Operational Excellence

• Lead, coach, and mentor a team of Customer Success Managers, Solution Design Analysts, and Data Operations Specialists to deliver consistent, high-quality results across customer programs.
• Drive the adoption of best practices, processes, and tools to ensure seamless program execution and resource alignment.
• Monitor team performance against contracted resource allocations, providing clear visibility into staffing and delivery expectations.

Revenue Growth & Business Expansion

• Partner with Business Development to identify and capitalize on renewal and expansion opportunities within enterprise accounts. For accounts without an assigned BDD, CSDs will independently manage upsell and expansion responsibilities.
• Draft and execute Statements of Work (SOWs) for customer renewals and program enhancements, ensuring alignment with customer needs and business objectives.
• Contribute to revenue and software bookings growth by proposing value-added solutions such as enhanced patient services and predictive analytics capabilities.

Cross-Functional Collaboration

• Collaborate with internal stakeholders, including Product, Engineering, Marketing and Compliance teams, to represent the customer voice and influence product development and delivery.
• Support pre-sales efforts by providing insights and expertise on delivery models and past program success examples; and cultivating relationships within your customer base to serve as reference contacts for new sales prospects.
• Work closely with other Customer Success Directors to align on strategies, share best practices, and refine delivery frameworks.

Who You Are 

Skills/Knowledge: 

• Extensive experience in customer success, account management, or program delivery within the life sciences, SaaS, or analytics industries. Prior experience working in a life sciences data consultancy organization preferred.
• Proven ability to manage complex customer relationships, driving both satisfaction and business growth.
• Strong leadership skills with experience managing and developing high-performing teams.
• Exceptional business acumen, with a deep understanding of market access,patient services, and the pharmaceutical ecosystem: how different data sources relate and how different pharma groups use that data for insights and business decisions.
• Excellent communication, negotiation, and problem-solving skills, with the ability to manage high-stakes escalations.

Education/Experience: 

Required: 

• 8+ years of experience in a commercial capacity at a pharma/biotech manufacturer; a health tech start-up; or a healthcare consulting role.
• Familiarity with healthcare data sources (transactional, clinical, behavioral).

Preferred: 

• MBA or other related graduate-level degree.
• Academic training in public health, operations research, biostatistics, informatics, or computer science, is also a plus.

Join Us

We are seeking to add new expertise and perspective to our strong team of experienced professionals.  We aspire to a culture of accelerated professional development through: shared learning and collaboration; a respectful and fun work environment; and employee empowerment through the effective use of technology and tools.  

In addition to our great environment, we offer a competitive salary of $135,000 and $195,000 and benefits package and the opportunity to make a significant impact on a first-in-industry digital health solution.  Please send a cover letter along with your resume when applying to the position of interest.  Claritas Rx embraces diversity, equality, and transparency.  We are committed to building a team that comprises a variety of backgrounds, perspectives, and talents.  We believe the more inclusive we are, the better we are.

Requirements