Director, Customer Success
United States
Sales – Sales /
Full-Time /
Remote
About ValGenesis
ValGenesis is a leading digital validation platform provider for life sciences companies. ValGenesis suite of products are used by 30 of the top 50 global pharmaceutical and biotech companies to achieve digital transformation, total compliance and manufacturing excellence/intelligence across their product lifecycle.
Learn more about working for ValGenesis, the de facto standard for paperless validation in Life Sciences: https://www.youtube.com/watch?v=tASq7Ld0JsQ
About the Role:
Responsibilities
- Strategic Leadership: Develop and implement customer success and growth strategies aligned with overall business objectives, focusing on customer retention, expansion, and satisfaction.
- Team Management: Lead and mentor a customer success team, including hiring, training, and performance management.
- Planning Organization Capacity: Ensure customer success processes are scalable and efficient to accommodate growth and changing customer needs.
- Growth Planning & Execution: develop, implement, execute and track existing customer growth strategies and plans in conjunction with Account Owners
- Performance Measurement & Analysis: Establish key performance indicators (KPIs) to track customer satisfaction, loyalty, and other relevant metrics, using data-driven insights, such as Renewals Bookings, GRR, NRR, and Pipeline, to drive continuous improvement and growth.
- Retention Planning & Churn Mitigation: Develop and implement proactive retention strategies to identify and mitigate customer churn risks.
- Data Analysis: Analyze customer data and key performance indicators (KPIs) to identify trends, track progress, and make data-driven decisions.
- Cross-Functional Collaboration: Collaborate with sales, marketing, product, and other teams to ensure a unified customer experience and drive company-wide alignment on customer success initiatives.
- Customer Journey, Engagement & Advocacy: Assist in mapping the customer journey, identifying pain points and opportunities for improvement. Drive customer engagement throughout the customer lifecycle, while cultivating customer advocates and champions to drive positive word-of-mouth to support sales efforts.
- Product Feedback: Gather and translate customer feedback into actionable insights for product development and service enhancements.
Requirements
- Bachelor's degree in a relevant field (e.g., business, marketing, communications).
- 5+ Years in customer experience management, preferably in a team leadership or management role.
- Proven ability to lead and motivate teams, fostering a collaborative and customer-centric environment.
- Experience selling SaaS solutions and Services as an individual contributor, in Inside Sales, or leading a team that has SaaS and Services quota objectives
- Experience and/or participation in formal Sales training including Objection Handling and Negotiation. Strong understanding of customer journey mapping, analytics, and performance measurement.
- Excellent communication, interpersonal, and presentation skills.
- Strategic thinking, problem-solving, and decision-making skills.
- Proficiency in CRM systems, Rev-Ops tools, and other relevant customer experience technologies.
We’re on a Mission
In 2005, we disrupted the life sciences industry by introducing the world’s first digital validation lifecycle management system. ValGenesis VLMS® revolutionized compliance-based corporate validation activities and has remained the industry standard.
Today, we continue to push the boundaries of innovation ― enhancing and expanding our portfolio beyond validation with an end-to-end digital transformation platform. We combine our purpose-built systems with world-class consulting services to help every facet of GxP meet evolving regulations and quality expectations.
The Team You’ll Join
Our customers’ success is our success. We keep the customer experience centered in our decisions, from product to marketing to sales to services to support. Life sciences companies exist to improve humanity’s quality of life, and we honor that mission.
We work together. We communicate openly, support each other without reservation, and never hesitate to wear multiple hats to get the job done.
We think big. Innovation is the heart of ValGenesis. That spirit drives product development as well as personal growth. We never stop aiming upward.
We’re in it to win it. We’re on a path to becoming the number one intelligent validation platform in the market, and we won’t settle for anything less than being a market leader.
How We Work
ValGenesis is an equal-opportunity employer that makes employment decisions on the basis of merit. Our goal is to have the best-qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics protected by local law.
