Director of Customer Success

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Role Overview

We are seeking a Director of Customer Success, a senior leader responsible for driving customer retention, satisfaction, and expansion across Medispend’s Commercial Compliance portfolio.

This role owns the post-sale customer lifecycle—including hypercare, adoption, optimization, and managed services coordination—ensuring clients achieve measurable value from Transparency and Stakeholder Engagement solutions.

The Director will oversee Customer Success and Support functions while partnering closely with Implementation, Product, Engineering, and Sales. This leader is accountable for customer health governance, churn reduction, executive engagement, and scalable operational excellence within a highly regulated environment.

Key Responsibilities

Customer Lifecycle & Retention Ownership

• Own retention strategy and net revenue retention across the Commercial Compliance customer base.
• Establish and oversee structured customer health monitoring, including risk identification and mitigation plans.
• Lead executive-level engagement for priority and at-risk accounts.
• Ensure strong transition from Implementation to Customer Success and Managed Services.

Customer Health & Governance

• Implement and manage a standardized customer health scoring framework.
• Establish governance cadence including QBRs, executive business reviews, and roadmap discussions.
• Track and report on churn, renewals, support metrics, adoption rates, and time-to-value.
• Provide executive-level reporting and insights to Commercial Compliance leadership.

Team Leadership & Operational Excellence

• Lead Customer Success Managers and Support personnel within the Commercial Compliance practice.
• Define roles, accountability models, and performance expectations.
• Establish structured processes for:

• Case management and escalations
• Enhancement requests and product feedback loops
• Managed services coordination
• Regulatory updates and communications

• Drive operational improvements that reduce manual processes and increase scalability.

Cross-Functional Collaboration

• Partner with Implementation to ensure smooth onboarding and client stabilization.
• Collaborate with Product Management to prioritize enhancements tied to regulatory changes and client needs.
• Work with Engineering to manage escalations and delivery expectations.
• Align with Compliance SMEs to support customer compliance questions.
• Support Sales with reference clients, expansion opportunities, and renewal positioning.

Strategic Client Engagement

• Serve as executive sponsor for key enterprise accounts.
• Engage directly with Compliance and Legal leaders at pharmaceutical and medical device companies.
• Facilitate roadmap alignment discussions tied to regulatory changes and system enhancements.
• Identify opportunities to deepen adoption of Transparency and Stakeholder Engagement solutions.

Qualifications

• 7–10+ years of experience in Customer Success, Account Management, or Operations leadership within SaaS.
• 5+ years of people leadership experience, including managing managers or senior individual contributors.
• Strong knowledge of life sciences commercial compliance (e.g., HCP engagement governance, transparency reporting programs) strongly preferred.
• Experience working with enterprise pharmaceutical, biotech, or medical device companies.
• Demonstrated success improving retention, reducing churn, and driving customer expansion.
• Experience in a cloud-based SaaS environment required.
• Bachelor’s degree required; advanced degree a plus.

Key Performance Indicators

Success in this role will be measured by:

• Net Revenue Retention (NRR)
• Gross Retention Rate
• Reduction in at-risk accounts
• Customer Health Score improvements
• Time-to-resolution for escalations
• Adoption and expansion metrics across modules
• Customer Satisfaction (CSAT) / Executive feedback

Core Competencies

• Executive presence and strong client-facing leadership.
• Data-driven decision-making with experience building and managing KPI dashboards.
• Deep understanding of customer lifecycle management in regulated industries.
• Strong cross-functional influence across Product, Engineering, and Sales.
• Structured risk management and escalation handling.
• Ability to balance strategic thinking with operational execution.
• Exceptional communication (written and verbal).

What we provide:

• Merit-based compensation – Competitive base salary plus bonus
• Work from anywhere – Roles are open to candidates located anywhere in the US (United States)
• Unlimited PTO (Paid Time Off), including Paid Holidays and Sick Leave
• 401k+ Match
• Comprehensive health, dental, and vision insurance
• Paid Parental Leave
• Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Accounts) and HSAs (Health Savings Account), Dependent Care, an EAP (Employee Assistance Program) program, discounts, Learning and Development

Working Conditions/Physical Demands:

This position is fully remote, with limited travel that may be required for occasional team meetings, training sessions, or business events. Work is performed primarily in a home-office environment using standard office equipment such as a computer, keyboard, mouse, and phone. Employees are expected to maintain a safe, ergonomic, and confidential workspace with reliable high-speed internet access suitable for professional remote work.

The role generally requires extended periods of sitting, viewing a computer screen, and communicating through written and verbal means. Occasional light physical activity (e.g., lifting materials or equipment up to 20 pounds) may be necessary.

Reasonable accommodations will be provided in accordance with the Americans with Disabilities Act (ADA) and other applicable laws to enable qualified individuals with disabilities to perform the essential functions of the job. Employees working remotely must ensure their workspace meets company standards for safety, ergonomics, and data security as outlined in organizational policy.

Disclaimer: This job description identifies the general duties and minimum level of skills required to perform this job.  It is not intended to represent a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned.

Notice for all applicants: we are seeking a permanent full-time employee, this is not a contractor position.

Notice for Colorado applicants as required by sb19-085 (8-5-20).: Annual salary of $130,000-$160,000+Benefits+bonus

MediSpend is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

*To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.*