Head of Client Success

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.

At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

The Head of Client Success will drive enterprise retention through product adoption and drive long-term customer value creation the client portfolios. If you're ready to lead transformational client success initiatives and make a lasting impact on our business and our clients, we'd love to hear from you.

What You'll Do

• Develop and execute customer success strategy aligned with company growth objectives, customer business outcomes, retention, and long-term customer value creation
• Own customer retention and supporting sales in revenue expansion across the customer portfolio, renewals, net revenue retention, cross-sell, upsell, and overall account growth
• Lead strategic account planning and governance in partnership with Sales, establishing account plans, executive engagement models, and processes to identify and capture growth opportunities
• Drive customer adoption and time-to-value by developing success plans that accelerate implementation, product utilization, business impact, and realization of customer ROI
• Establish customer health frameworks and performance metrics to measure adoption, engagement, customer satisfaction, renewal risk, retention, expansion, and overall portfolio performance
• Use data, analytics, and experimentation to identify opportunities, evaluate program effectiveness, optimize customer engagement, and continuously improve customer success strategies
• Lead executive customer relationships by serving as a trusted advisor, executive sponsor, and escalation point for strategic accounts and complex customer challenges
• Partner cross-functionally with Sales and Product to align customer priorities with product strategy, commercial objectives, and service delivery
• Translate customer insights into business strategy by identifying emerging customer needs, market trends, adoption barriers, and opportunities for product innovation and go-to-market improvement
• Design scalable customer success operating models that balance high-touch strategic engagement with digital, programmatic, and self-service approaches to improve efficiency and customer lifetime value
• Establish operational rigor and accountability through standardized processes, success methodologies, portfolio reviews, forecasting, performance dashboards, and continuous improvement initiatives
• Lead, develop, and scale a high-performing organization by recruiting, coaching, retaining, and developing talent; establishing clear performance expectations; and building leadership succession
• Champion AI adoption and digital transformation across the customer success organization, identifying opportunities to automate administrative work, improve decision-making, and enable teams to focus on strategic customer engagement
• Communicate business performance and strategic priorities to executive leadership, presenting customer insights, retention and growth results, operational performance, risks, and recommendations
• Represent the company as a strategic partner and industry thought leader through executive engagements, customer forums, and external industry relationships

Requirements

• 15+ years of progressive experience in client services, account management, customer success, or related client-facing leadership roles, with a track record of managing complex client relationships and driving business growth
• 7+ years of experience leading client services, account management, or customer-facing teams, including developing talent, scaling operations, and delivering measurable client and business outcomes
• Demonstrated experience managing complex enterprise accounts and building trusted relationships with C-suite executives and senior stakeholders
• Experience in healthcare, life sciences, pharmaceuticals, biotechnology, medical technology, or other regulated industries
• Proven track record of driving customer adoption across the product portfolio
• Strong commercial and financial acumen, including account growth strategy, revenue forecasting, customer lifetime value, and return on investment
• Experience building and implementing scalable Customer Success strategies, operating models, processes, and governance frameworks

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