Job Title: Customer Success Lead – Biopharma

Location: Remote (U.S. based); : San Francisco Bay Area (preferred)

About Citizen

At Citizen Health, we have a singular mission: to improve the lives of the 400+ million people suffering from rare and complex conditions. Leveraging our AI-powered data platform, we empower patients with seamless access and control over their health data that they can share across our multi-sided ecosystem with caregivers, providers and researchers to illuminate better treatment and support options, while bringing therapies to patients faster. We support thousands of patients, work with a rapidly growing network of patient advocacy organizations, and innovate with leading biopharma organizations to accelerate therapies, always ensuring patients remain at the center.

Role Overview

We're seeking our first Customer Success Lead to own and expand our pharmaceutical client relationships post-sale. This is a player-coach role where you'll personally manage our most strategic accounts while building the customer success function from the ground up. You'll be the primary interface between our clients and internal teams, ensuring flawless project execution while identifying opportunities for growth and expansion. This role is a mix of strategy, client management, internal management and sales. It is meant for an individual who enjoys working with partners while thinking strategically on how the business can grow.

What You'll Do

Account Management & Relationship Building

• Own post-sale relationships with all biotech and pharmaceutical clients, serving as their primary point of contact

• Build deep, trusted relationships with stakeholders across clinical ops, medical affairs, R&D, and commercial teams

• Conduct regular business reviews and strategic planning sessions with client leadership

• Become the voice of the customer within Citizen Health, advocating for client needs and priorities

Project Execution & Delivery

• Lead complex, multi-stakeholder projects from kickoff through completion

• Coordinate cross-functional internal teams (data science, engineering, clinical) to deliver on client commitments

• Manage project timelines, milestones, and deliverables to ensure on-time, on-budget execution

• Proactively identify and resolve issues before they impact client satisfaction

• Ensure all projects meet pharma industry standards and regulatory requirements

Growth & Expansion

• Identify opportunities for additional projects and expanded scope within existing accounts

• Develop and execute account expansion strategies to drive revenue growth

• Collaborate with sales team on renewals and upsell opportunities

• Create compelling case studies and success stories to support new business efforts

Process & Operations Development

• Build customer success processes, playbooks, and best practices from scratch

• Establish metrics and KPIs to measure client health, satisfaction, and expansion potential

• Create onboarding workflows and project management frameworks

• Document lessons learned and develop scalable approaches for future team growth

• Eventually hire and manage a customer success team as we scale

Cross-Functional Collaboration

• Partner closely with product, engineering, and clinical teams to prioritize client needs

• Work with sales and marketing teams to share client insights and support pipeline growth

• Collaborate with leadership team on strategic account planning and resource allocation

Who You Are

Required Experience

• 6-10 years of customer success, account management, or project management experience in healthcare/life sciences

• Track record managing complex, high-touch client relationships with multiple stakeholders

• Experience with enterprise clients in healthcare, life sciences, or other highly regulated industries

• Proven ability to manage and execute multi-month, technical implementation projects

• History of identifying and closing expansion opportunities within existing accounts

Cross-Functional Versatility

• Account Management: Deep relationship building with C-level and VP-level stakeholders

• Project Management: Complex project execution with cross-functional teams and tight deadlines

• Business Development: Identifying growth opportunities and driving revenue expansion

• Operations: Building processes, systems, and scalable approaches from the ground up

• Customer Advocacy: Translating client needs into product requirements and strategic priorities

Skills & Traits

• Executive presence: Comfortable engaging with senior pharmaceutical executives

• Startup DNA: Thrives in fast-paced, ambiguous environments with multiple competing priorities

• Problem-solving mindset: Proactively identifies issues and develops creative solutions

• Growth orientation: Naturally seeks opportunities to expand client relationships and drive revenue

• Communication excellence: Strong written and verbal communication skills for technical and executive audiences

• Process builder: Can create structure and scalability in ambiguous environments

Preferred Background

• Experience at pharma services companies, CROs, health data platforms, or clinical technology vendors

• Healthcare or life sciences domain knowledge

• Experience with data/analytics platforms or AI/ML products

• Track record building customer success functions at high-growth companies

• Consulting or professional services background

Technical Aptitude

• Comfortable discussing technical concepts with data science and engineering teams

• Ability to understand and explain complex data and AI platforms to client stakeholders

• Experience managing projects involving data integration, analytics, or technology implementations

What We Offer

Join us as the founding customer success leader at a company transforming healthcare data and AI. You'll have the opportunity to build lasting relationships with leading pharmaceutical companies while creating the customer success function that will scale with our rapid growth.

Location: San Mateo, CA (hybrid/on-site preferred)

Compensation:

• Base salary: $160K - $180K

Citizen Health is an equal opportunity employer committed to diversity and inclusion.