Director, Customer Intelligence & Digital Platforms

This role will lead work at the intersection of data, AI-enabled capabilities, and scalable technology delivery. You will partner with business, technical, and operational stakeholders to build reporting, surface trends, and translate analysis into action. The position offers the opportunity to strengthen data-driven execution and help teams focus on the metrics that matter most within a life sciences environment.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Develop and execute digital customer success strategy aligned with business objectives
• Oversee the customer success technology ecosystem including Gainsight and data integrations
• Lead the strategy and optimization of the company Customer Community to enhance customer engagement
• Design AI-powered customer engagement programs for personalized experience delivery
• Establish digital customer journeys using customer data and analytics for informed decision-making
• Drive governance and integration strategy for customer success technologies to ensure data quality and security
• Partner with cross-functional teams to enhance integrated customer experiences and drive engagement

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, Data Science, Artificial Intelligence, Engineering, Business, or a related field; Master's Degree or MBA preferred
• Minimum of 15 years of leadership experience in digital transformation or customer success innovation within SaaS or technology organizations
• Deep expertise in AI technologies including generative AI, machine learning, and intelligent automation
• Extensive experience with Gainsight and enterprise customer technology platforms
• Proven track record of optimizing customer engagement models and driving enterprise-wide transformations

Benefits

• Opportunities for professional growth and development
• Access to advanced technologies and innovative practices
• Collaborative and dynamic work environment
• Culture that encourages innovation and operational excellence
• Impactful role in shaping customer success strategy and digital transformation

Pay

$157,900 – $205,400 annually