Sr Director Customer Success
Research & Development
United States - NY, New York
Medidata: Powering Smarter Treatments and Healthier People
Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its ground-breaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. And Medidata’s ongoing commitment to infusing the patient voice into trial designs and solutions is helping to create a better and more inclusive experience for all participants in clinical studies. Medidata is involved in nearly 40% of company-initiated trial starts globally, with studies conducted in more than 140 countries. More than 70% of novel drugs approved by the Food and Drug Administration (FDA) in 2022 were developed with Medidata software. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us @medidata.
The Senior Director of Customer Success is responsible for growing and maintaining a team of managers and individual contributors responsible for driving the ongoing attainment of outcomes, technology adoption, and satisfaction for Medidata's Enterprise customer portfolio. You will be the main point of interaction across the organization, and will set and report on the outward facing goals, objectives, and responsibilities of this team. You are the
internal champion coordinating the approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, enabling effective account coverage, and creating an inspiring team environment.
In alignment with Medidata’s overall Customer Success strategy, define and execute the CS vision for Medidata’s Customers under your purview. This role will initially focus on maturing Medidata’s West Region and scale (SMB/low-touch) customer segments. This includes the Customer Success Managed Service offering.
Establish and iterate on meaningful team goals/priorities in alignment with broader Customer Success strategy; communicate roadblocks to leadership where appropriate
Oversee the low-touch/scale team responsible for managing a large volume of customers efficiently. Define low-touch customer experience and implement optimal processes to effectively support Medidata’s entire customer portfolio through automated and scalable solutions.
Partner with West region and Mid-Market sales and Professional Services to further optimize the Medidata Customer experience and delivery methods
Monitor team performance on key metrics and employee satisfaction
Manage the team’s development and execution of action plans to achieve identified customer outcomes by establishing critical goals or other key performance indicators.
Lead the team’s customer activities to optimize the customer journey including training, professional services, technical support, renewals, expansion, and advocacy.
Coach and mentor the team to engage with customers in a manner that establishes credibility and trust as a business advisor.
Partner with marketing to identify customers for different engagements including conferences, case studies and referenceability
Lead the team to enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health
Advocate customer needs/issues cross-departmentally and lead/resolve account escalations.
Strong empathy for customers and capability for enabling profitable growth
Proven ability to influence through persuasion, negotiation, and consensus building
Strong executive presence and strong business acumen including experience working in a B2B environment
Strong verbal and written communication skills
Your Education & Experience:
- Bachelor’s Degree from an accredited university or college in business discipline
- At least 10 years of experience in software or high tech marketing, commercial operations, sales, or service
- At least 10 years of experience in a direct customer facing role
- Ability and willingness to travel up to 30%
- At least 7 years of experience managing direct reports
- Strong experience and demonstrated success leading and scaling high-performing customer success teams
- General urgency in execution and tendency toward speed with ability to adapt and change
- Experience managing deep customer relationships (e.g. strategic account management or customer service)
- Life Sciences or healthcare experience preferred
As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.
The salary range for positions that will be physically based in the NYC Metro Area is $184,500-246,000.
The salary range for positions that will be physically based in the California Bay Area is $194,250-259,000.