Client Success, Director

Please note this is a prospect posting for application collection only. Applications will be reviewed and candidates will be contacted when a role becomes available that matches your qualifications and interests. 

WELCOME to Aetion! We are a global leader in science-driven technology using real-world evidence to provide innovative healthcare solutions. Our Discover and Substantiate applications, powered by the Aetion Evidence Platform, are used to evaluate the safety, effectiveness and value of medications, delivering better outcomes to patients, medical professionals, and clients. We’ve partnered with top biopharma companies and are backed by leading venture capital firms to help increase our medical research and expand our product line. Aetion is headquartered in the US and has expanded throughout Europe with a Research and Development Hub in Barcelona. 

Aetion and Aetion’s leadership are recipients of several prestigious awards: 

• Parity.org’s 2024 List of Best Companies for Equal Advancement Opportunities
• Digital Health New York’s 2024 New York Digital Health 100
• Newsweek's World's Best Digital Health Companies of 2024 

Come join us! 

PERKS of being an A-Teamer: 

• 25 vacation days.
• Daily in-office lunch stipend (and a fully stocked kitchen). 
• Sabbatical opportunity after five years of employment.
• Commitment to professional development opportunities.
• Employee-led initiatives including annual company-wide innovation day & DEI resource groups.
• Comprehensive private health coverage w/ out-of-network reimbursements options.
• Peer & company recognition programs.
• Monthly educational lunch & learns.

DESCRIPTION:

The Client Success Director is accountable for ensuring customer satisfaction in multiple key client accounts, with the goal of client retention and expansion. They are a strategic thinker and leader, a thought partner to clients and internally to cross functional leads in sales, science, product, engineering, and finance.  While managing a complex book, the Director also may manage or mentor junior members of the team (as team size/org allows), and models good customer success practices to the broader team and organization. 

RESPONSIBILITIES: 

The following duties include, but are not limited to:

• Manage multiple customers, being accountable for contractual, operational, and financial health of the accounts.
• Be a trusted partner to the client, with an understanding of the clients’ business goals and objectives.
• Proactively identifies, mitigates, and resolves the vast majority of risks within their accounts.
• Works cross functionally with product, engineering, science, finance teams to mitigate and resolve risks.
• Manages risks with an understanding of business impact.
• Own client retention, renewal, and upsell.

Span of Control

The CS Director reports to the Senior Director, Client Success. They may manage 1-2 direct reports (as business allows), and/or indirectly mentors more junior members on the team.

Performance Metrics

This role will be responsible for meeting or exceeding the following key performance indicators that align with our corporate goals.

• Net Dollar Retention: Retaining and expanding customer footprint through excellent customer success practices.
• Customer Scores: Across Aetion’s book of accounts, maintaining customer satisfaction through proactive engagement and strategic alignment.

QUALIFICATIONS: 

Required Qualifications

• Bachelor's degree in healthcare or business-related field (Masters’ degree preferred).
• 10+ years experience managing business relationships with scientific and technical/product needs. In-depth understanding of the biopharma industry.
• Demonstrated experience in building and maintaining relationships with stakeholders through engagement best practices.
• Strong program management & stakeholder engagement skills.
• Experience with customer success practices.
• Excellent written and verbal communication skills.
• Business acumen, i.e. approach all issues, risks, and opportunities with a business mindset.

Aetion is an Equal Opportunity Em