Associate Director, Product Customer Success

Associate Director, Customer Success

The Associate Director, Customer Success ensures clients achieve measurable results with IQVIA solutions by overseeing adoption, optimization, and ongoing support. This role manages customer relationships throughout their lifecycle, aligning internal teams to client objectives and identifying opportunities for increased value and partnership.

The Associate Director, Customer Success works with pharmaceutical, biotech, and CRO clients to maximize value from clinical trial software (EDC, IRT, eCOA, etc.), combining industry expertise and SaaS management to drive retention, adoption, and compliance.

Key Responsibilities

1. Lead solution adoption and optimization to deliver business outcomes.
2. Act as primary contact from sales handoff through implementation and support.
3. Develop and execute mutual success plans aligned with customer goals.
4. Monitor customer health metrics, identify risks, and implement mitigation strategies.
5. Manage expectations, satisfaction, and issue resolution across teams.
6. Gather and translate client feedback to improve product and services.
7. Identify process improvements and growth opportunities.
8. Support account planning, renewals, and expansion initiatives.
9. Advise stakeholders to ensure platform adoption aligns with study goals.
10. Oversee onboarding and implementation for seamless technology deployment.
11. Reduce churn, drive renewals, and uncover upsell prospects.
12. Ensure adherence to regulatory standards and operational excellence.
13. Collaborate with Product and Engineering on technical enhancements.
14. Proactively manage risk and develop mitigation strategies.

Qualifications

• 7–10 years' experience in life sciences or clinical operations; 3–5 years in customer-facing leadership.
• Deep knowledge of clinical trial workflows and SaaS solutions.
• Technical expertise with clinical trial technologies or enterprise software.
• Bachelor's degree required; Master's preferred.
• Proven leadership in fast-paced, matrixed environments.

Preferred Skills & Competencies

• Ability to lead cross-functional teams and collaborate effectively.
• Strong consultative skills with experience translating customer goals into success plans.
• Skilled in defining and communicating customer health metrics.
• Excellent stakeholder management and executive communication.
• Expertise in managing escalations and driving resolutions.
• Analytical proficiency with CRM and data visualization tools.
• Experience delivering key performance metrics: NRR, CSAT, NPS, platform usage, TTV.