Director, Customer Success

About Prudentia Sciences Prudentia Sciences is the scientific intelligence layer powering life sciences dealmaking. We bring together expert-developed scientific diligence frameworks, AI reasoning trained on drug development, and a unified evidence base to accelerate investment in breakthrough therapies. As a trusted third party operating between buyer and seller, we help build conviction through every stage of the deal, faster. We replace fragmented workflows with a single system that surfaces what matters earlier. Backed by GV (Google Ventures), McKesson, Iaso Ventures, Virtue, and SignalFire - and built by people who have sat on every side of the table in life sciences dealmaking - we're on a mission to bring expert scientific judgment to every deal decision, at AI scale. The Opportunity We're looking for a Director of Customer Success to manage and scale a portfolio of strategic biopharma accounts. You'll own commercial outcomes for Top 25 biopharma customers, driving platform adoption, retention, and expansion to build a “business within the business”. Customer feedback from your portfolio will directly inform our product roadmap and operating model. You’ll operate with the judgment of an owner, not just execute a playbook. What You'll Own Commercial strategy Own a portfolio of strategic biopharma accounts; drive the full commercial lifecycle - from implementation and onboarding through to retention and partnership expansionDevelop and execute account-level strategy, identifying expansion opportunities and leading renewal negotiations to achieve industry-leading retention ratesMonitor usage patterns, engagement signals, and business outcomes to proactively grow accounts and manage partnership signalsTransform satisfied customers into vocal advocates who provide references, case studies, testimonials, and speak at industry eventsServe as the voice of the customer to Product, Engineering, Sales, and Scientific teams, ensuring market feedback drives our product roadmap and strategic priorities Lead Implementation and Drive Adoption Orchestrate complex customer implementations including platform configuration, custom development, and data integrations aligned to customer use casesDesign and execute account-specific onboarding strategies, facilitating executive workshops, design sessions, and hands-on trainings that accelerate time-to-valueProactively communicate product updates, new capabilities, and innovative use cases to maximize customer value realization Provide Expert Technical Support Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution pathsDevelop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflowsCreate feedback loops that ensure technical issues inform long-term product improvements Who You Are Essential Qualifications 8+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharmaceutical, biopharma, biotech, or life sciences industriesWorking knowledge of drug development processes, portfolio management, and deal evaluation frameworksDemonstrated ability to navigate complex, multi-stakeholder decision-making within large enterprise organizationsStrong technical aptitude, with the ability to quickly master sophisticated software platforms and translate technical capabilities into business valueExceptional executive communication skillsEntrepreneurial mindset with comfort operating in fast-paced, high-growth environments where priorities evolve quickly Bonus points Direct experience in biopharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy rolesTrack record of driving measurable customer outcomes, achieving retention and expansion targetsHands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence softwareProficiency with customer success platforms (HubSpot, etc.)Advanced degree (MS, PhD, MBA) in life sciences, business, or a related field Compensation Range: $170K - $200K