Client Success Director

Client Success Director

Lead designated client accounts, associated deliverables, and the overall client relationship across all Clario Business Units. As a Client Success Director, you will play a pivotal role in ensuring the satisfaction, retention, and growth of assigned clients by building relationships, understanding their needs, and guiding them toward achieving their business objectives with our products and services. You will serve as the main strategic point of contact for clients, providing exceptional support, addressing inquiries promptly, and offering tailored solutions to enhance their experience. Additionally, you will collaborate closely with internal teams such as sales, product development, operations, and customer support to advocate for client needs, drive product improvements, and ensure seamless delivery of services.

What We Offer

• Competitive compensation
• Medical, dental, and vision coverage
• Flexible and paid time off
• Remote and hybrid work options
• Tuition reimbursement
• Employee assistance and wellness programs

What You'll Be Doing

• Build and maintain strong relationships with key stakeholders and establish governance structures for assigned accounts
• Collaborate with clients and internal teams to develop and execute account strategies aligned with business objectives
• Act as the voice of the customer, managing expectations internally and externally
• Educate clients on Clario products and services to support growth opportunities
• Drive improvements in CSAT and NPS through proactive engagement and feedback translation
• Support cross-selling and upselling initiatives to expand account value
• Monitor account health, ensuring deliverables meet expectations and mitigating risks
• Resolve issues promptly to minimize impact on patients and end users
• Foster continuous improvement through collaboration and creative solutioning
• Convert and maintain client contacts as promoters of the Clario brand

What We Look For

• Bachelor's degree or equivalent practical experience
• Minimum 5 years managing complex client accounts with a focus on commercial and service delivery performance
• At least 3 years in the life sciences industry; experience in clinical data endpoint collection preferred
• Proven ability to work independently and drive outcomes in a matrixed environment
• Strong communication and collaboration skills across all organizational levels
• Ability to manage change, prioritize effectively, and adapt to evolving needs
• Demonstrated account management expertise with commercial acumen and client satisfaction focus
• Strategic thinking and problem-solving skills with assertive, diplomatic conflict management
• Excellent organizational skills, adaptability, and emotional intelligence

At Clario, our purpose is to transform lives by unlocking better evidence. It's a cause that unites and inspires us. It's why we come to work-and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.

Clario is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.