This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Success and Implementation Delivery based in United States.
The Head of Customer Success and Implementation Delivery will lead customer success and implementation services for a growing conversational AI platform serving the life sciences industry. As a member of the leadership team, you will shape service delivery, build a high-performing team, and ensure customers successfully implement solutions and achieve measurable business outcomes. You will use customer data and analytics to strengthen product adoption, improve retention, and maximize return on investment. Working closely with sales, product, and customer leadership teams, you will help align account strategies with customer needs and product development priorities. This is a hands-on leadership opportunity for an experienced life sciences professional who combines strategic thinking with operational execution. The remote role offers the chance to contribute to innovative technology that supports the advancement of life sciences.
Accountabilities
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Build, develop, and lead the customer success and implementation delivery team as the organization grows.
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Establish team priorities and oversee customer implementations, ongoing services, and delivery activities.
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Use customer data, analytics, and performance indicators to improve product adoption, customer retention, and return on investment.
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Partner with sales teams to develop account plans that support customer success and long-term value creation.
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Collaborate with product teams to communicate customer feedback, identify improvement opportunities, and inform product enhancements.
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Build and maintain strong relationships with customer leaders to understand their priorities and ensure successful outcomes.
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Represent the organization at customer summits and industry-facing events, strengthening relationships and engagement.
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Maintain a hands-on management approach, staying close to operational details while guiding the team toward broader strategic objectives.
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Demonstrated experience building and leading teams, including direct people management responsibilities.
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Current experience in the life sciences industry in a service-related role, whether billable or non-billable.
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Experience using data and analytics tools to measure performance, evaluate processes, and drive improvements.
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Strong leadership and organizational skills, with the ability to establish priorities and oversee multiple customer engagements.
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A hands-on, detail-oriented management style combined with the ability to guide teams toward strategic goals.
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Ability to collaborate effectively with sales, product, and customer stakeholders to improve service delivery and customer outcomes.
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Base salary: $200,000–$270,000, with the final offer depending on experience, location, qualifications, and expected contributions.
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Additional compensation: The position may be eligible for variable bonuses and/or stock bonuses.
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Health coverage: Medical, dental, and vision insurance.
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Life insurance: Basic life insurance coverage.
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Time off: Flexible paid time off and company-paid holidays.
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Retirement: Access to retirement programs.
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Charitable giving: A 1% charitable giving program.
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Remote flexibility: A work-anywhere approach that supports working from home or the office.