Senior Vice President of Customer Engagement

Senior Vice President of Customer Engagement About the Company An innovative startup revolutionizing the clinical trial process with cutting-edge AI-driven software solutions. Industry Computer Software Type Privately Held, VC-backed Founded 2019 Employees 11-50 Funding $11-$25 million About the Role We are on the lookout for a passionate Senior Vice President of Customer Engagement to join our dynamic leadership team. This pivotal role is designed for a strategic thinker ready to elevate our customer-facing organization as we expand. You will play a vital role in creating a seamless, high-touch customer experience, ensuring our clients receive outstanding service throughout their journey, from onboarding to further engagement. The ideal candidate will have a demonstrated history of building and scaling customer-facing teams, especially in the B2B SaaS sector, preferably within the pharmaceutical or life sciences industries. We are specifically looking for someone who thrives in ambiguous situations, adept at leading diverse teams towards achieving exceptional customer outcomes, improving retention, and fostering customer growth in enterprise environments. Key responsibilities include: Driving the evolution of our customer success operating model. Creating and refining scalable playbooks for effective customer interaction. Establishing clear ownership and accountability across teams to ensure alignment in customer outcomes. Setting and managing the customer operating cadence, acting as an executive sponsor for key enterprise accounts. Collaborating with cross-functional teams to integrate customer feedback into product enhancements. We're seeking a leader with a startup mentality who excels in a hands-on approach. The perfect candidate will balance idealism with pragmatism and will be committed to coaching and developing a proactive culture focused on ownership, empathy, and high standards. If you are a results-oriented leader looking to make a significant impact, we want to hear from you! Travel Percent Less than 10% Functions Operations