Director, Customer Success

Website Real Chemistry

It’s not every day we have a chance to make the world a healthier place—but here, it’s our way of life. Idealistic? Maybe. Deeply pragmatic? Always. Real Chemistry is a global health innovation company that has carved out its space at the intersection between healthcare, marketing and communications, tech, and the people at the heart of it all. It’s with a great sense of purpose that we work together with brave health and wellness companies to create and inspire healthier, happier, and longer lives. It’s our passion. And if you’re still reading, we’re guessing it might be yours too. We are looking to add to our alchemic mix of more than 2,000 talented professionals. At Real Chemistry, we don’t just wish the world was healthier. We leverage tech, data and creativity to make it so. You in?

Job Summary

We are growing our Customer Success team and are adding a Director, Customer Success for conversationHEALTH, a division of Real Chemistry. Our SaaS products and consulting services are helping pharmaceutical and biotech companies reimagine how they engage Health Care Practitioners, patients, and consumers. conversationHEALTH was built to drive engagement, help educate, and support health stakeholders, all of which are critical to ensuring successful health outcomes. Our clients are all Top 30 Pharmaceutical and Biotech companies, and our work is targeted to supporting Enterprise customers globally.

The Director, Customer Success is the steward of client relationships, responsible for client engagement, overall client success using our product, and the health and growth of our business vertical in the client’s portfolio.

This role can be fully remote in the U.S. or can be in any of our U.S. offices, including New York City, Chicago, Boston, Philadelphia or Florham Park, NJ. We will also consider filling the role in Toronto, Canada.

What You’ll Do
Build and lead assigned client teams with a focus on delivering exceptional value
Grow conversationHEALTH solution(s) with existing Pharma clients
Maximize customer satisfaction and advocacy
Drive strong renewal rates for Managed Services and Licensing
Identify expansion opportunities in partnership with the Business Development team

What You Should Have
Bachelor’s degree
5+ years of proven client success, agency and/or consulting experience in Pharma
2+ years of experience working in Pharma and/or software and/or SaaS
1+ year implementing enterprise-level software solutions
Strong communication skills and presence
The capacity to become a thought leader in the adoption and deployment of conversational AI solutions
Comfort with the ambiguity of a rapidly growing business
Creative and problem-solver that inspires employees and clients

Functional SkillsClient Leadership
Show a strong understanding of client business and business drivers, able to manage senior-most client relationships
Strategic Leadership
Develop and deploy strategies, action plans and playbooks to improve the customer experience, increase customer retention and enable account growth
Business Development
Have professional peer relationships in client organization and plans for mutually beneficial growth with clients

Core SkillsTeamwork & Collaboration
Build and maintain relationship with senior stakeholders with strategic, global accounts
Communication Skills
Simplify the complex and communicate clearly with colleagues, clients, and partners
Thought leader in the Client Success organization, leveraging latest best practices and tools
Own the work output of the Client Success organization and broad client satisfaction
Proven leader and motivator, with deep experience building and leading teams

Real Chemistry is currently operating with a flexible, hybrid approach and giving our teams the ability to operate in the way that works best for them – at home, in office or a mix. * We trust our people to decide what works best for them, working together with their teams and leaders to support our customers and make the world a healthier place. This policy will continue to be evaluated and may change in the future as we seek to ensure our people stay inspired, engaged, and motivated to do their best work.
All employees who work in a Real Chemistry office, travel for business, or attend a Real Chemistry sponsored event must be fully vaccinated against COVID-19. Employees who qualify for a religious or medical exemption to receiving a COVID-19 vaccine are advised to work with our People team for accommodation.

Real Chemistry offers a fully comprehensive benefit program including flexible PTO, expanded paid leave and return to work programs for new parents, and a five-week sabbatical program. Other perks include a 401(k) match, mental health counseling, an annual wellness stipend, pet insurance, student loan repayment and other financial benefits such as life and disability insurance. Learn more about our great benefits and perks at:

Real Chemistry is an Equal Opportunity Employer. We foster an environment that embraces diversity.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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