Prudentia Sciences
Prudentia Sciences is an AI-powered technology platform transforming how biopharma, biotech, and life sciences investors approach portfolio management, due diligence, and value/risk simulation. Our platform accelerates investment in breakthrough therapies by:
Empowering biopharma
to accelerate drug pipelines, maximize ROI, and achieve clinical and commercial success for greater patient impact
Enabling strategic positioning
of asset value during portfolio planning and dealmaking
Equipping investors
with data-driven insights to optimize capital allocation in drug asset transactions
Backed by GV (Google Ventures), Iaso Ventures, and Virtue, we're on a mission to unlock the full potential of pharmaceutical R&D by empowering decision-makers with real-time, data-driven insights.
The Opportunity We're seeking an exceptional
Director of Customer Success
to build and lead our customer success function as we scale. This is a rare opportunity to join a high-impact technology company in a major growth stage, where you'll own the entire customer lifecycle from onboarding through renewal, ensuring our pharma and biopharma customers achieve transformative outcomes with our platform.
What You'll Do Own Customer Onboarding and Implementation
Design and execute seamless onboarding experiences that drive rapid time-to-value
Lead implementation processes for new customers, working closely with BD, Search & Evaluation, and technical teams within biopharma and biotech companies
Develop onboarding playbooks, milestone frameworks, and success criteria tailored to customer needs
Configure platform settings and workflows to align with customer-specific use cases and processes
Establish strong executive and day-to-day relationships from day one to ensure long-term partnership success
Become a Platform Expert and Deliver Training
Develop deep technical expertise in Prudentia's AI-powered platform, understanding features, workflows, and analytics capabilities
Design and deliver comprehensive training programs for users across different roles and experience levels
Create training materials including guides, videos, documentation, and best practice resources
Host live training sessions, office hours, and workshops to drive adoption and platform proficiency
Stay current on product releases and proactively educate customers on new features and capabilities
Triage and Resolve Customer Requests
Serve as the primary point of contact for customer questions, issues, and feature requests
Quickly diagnose and resolve platform issues, escalating technical matters to engineering when needed
Manage support ticket workflows to ensure timely, high-quality responses
Identify patterns in customer feedback and work cross-functionally to address root causes
Balance reactive support with proactive customer engagement and relationship management
Drive Customer Retention and Renewals
Own renewal strategy and execution, achieving high retention and expansion rates
Monitor customer health metrics, usage patterns, and engagement to identify risk and opportunity
Conduct regular business reviews with customers to demonstrate ROI and align on goals
Build account expansion plans and identify upsell opportunities in collaboration with Sales
Develop retention playbooks and early warning systems to proactively address churn risk
Collaborate Cross-Functionally
Partner closely with Technical and Scientific Engagement teams to deliver comprehensive customer support
Serve as the voice of the customer to Product, providing feedback and insights to inform roadmap priorities
Work with Sales to ensure smooth handoffs and alignment on customer expectations
Collaborate with Marketing to develop customer case studies, testimonials, and advocacy programs
Contribute to company-wide initiatives that improve customer experience and platform value
Who You Are Essential Qualifications
10+ years of customer success, account management, or implementation experience, ideally in B2B SaaS or enterprise software
Experience in pharmaceutical, biopharma, biotech, or life sciences industries (or adjacent healthcare sectors)
Familiarity with drug development processes, portfolio strategy, and deal evaluation frameworks
Proven track record managing complex, enterprise customer relationships and driving high retention rates
Strong technical aptitude with ability to quickly master sophisticated software platforms and troubleshoot issues
Demonstrated success designing and executing onboarding programs, training curricula, and renewal strategies
Exceptional communication and presentation skills; can translate technical concepts for diverse audiences
Experience in building and leading teams
What Sets You Apart
Obsessive customer focus with empathy, patience, and commitment to customer outcomes
Technical curiosity and willingness to go deep into platform functionality and data analytics
Strategic thinker who can balance long-term relationship building with tactical execution
Highly organized with strong project management skills and attention to detail
Self-starter mentality with entrepreneurial drive and comfort building processes from scratch
Collaborative mindset; thrives working across Product, Engineering, Sales, and Scientific teams
Data-driven approach to measuring and optimizing customer success metrics
Passion for healthcare innovation and improving patient outcomes
Bonus Points
Background in pharma Business Development, Licensing, Portfolio Management, or R&D functions
Experience with AI/ML platforms, data analytics tools, or decision intelligence software
Proficiency with customer success platforms and CRM systems (eg. HubSpot, SalesForce)
Experience building customer success functions at early-stage or high-growth companies
Advanced degree in life sciences, business, or related field
What We Offer
Impact: Your work directly enables breakthrough therapies to reach patients faster
Ownership: Build and lead the customer success function as a foundational leader
Growth: Shape customer experience during a critical scaling phase
Compensation: Competitive salary, performance bonus, and equity
Location We are a remote-first company, but looking for team members to be located in the Northeast (Boston, New York, DC, etc.).
#J-18808-Ljbffr
Empowering biopharma
to accelerate drug pipelines, maximize ROI, and achieve clinical and commercial success for greater patient impact
Enabling strategic positioning
of asset value during portfolio planning and dealmaking
Equipping investors
with data-driven insights to optimize capital allocation in drug asset transactions
Backed by GV (Google Ventures), Iaso Ventures, and Virtue, we're on a mission to unlock the full potential of pharmaceutical R&D by empowering decision-makers with real-time, data-driven insights.
The Opportunity We're seeking an exceptional
Director of Customer Success
to build and lead our customer success function as we scale. This is a rare opportunity to join a high-impact technology company in a major growth stage, where you'll own the entire customer lifecycle from onboarding through renewal, ensuring our pharma and biopharma customers achieve transformative outcomes with our platform.
What You'll Do Own Customer Onboarding and Implementation
Design and execute seamless onboarding experiences that drive rapid time-to-value
Lead implementation processes for new customers, working closely with BD, Search & Evaluation, and technical teams within biopharma and biotech companies
Develop onboarding playbooks, milestone frameworks, and success criteria tailored to customer needs
Configure platform settings and workflows to align with customer-specific use cases and processes
Establish strong executive and day-to-day relationships from day one to ensure long-term partnership success
Become a Platform Expert and Deliver Training
Develop deep technical expertise in Prudentia's AI-powered platform, understanding features, workflows, and analytics capabilities
Design and deliver comprehensive training programs for users across different roles and experience levels
Create training materials including guides, videos, documentation, and best practice resources
Host live training sessions, office hours, and workshops to drive adoption and platform proficiency
Stay current on product releases and proactively educate customers on new features and capabilities
Triage and Resolve Customer Requests
Serve as the primary point of contact for customer questions, issues, and feature requests
Quickly diagnose and resolve platform issues, escalating technical matters to engineering when needed
Manage support ticket workflows to ensure timely, high-quality responses
Identify patterns in customer feedback and work cross-functionally to address root causes
Balance reactive support with proactive customer engagement and relationship management
Drive Customer Retention and Renewals
Own renewal strategy and execution, achieving high retention and expansion rates
Monitor customer health metrics, usage patterns, and engagement to identify risk and opportunity
Conduct regular business reviews with customers to demonstrate ROI and align on goals
Build account expansion plans and identify upsell opportunities in collaboration with Sales
Develop retention playbooks and early warning systems to proactively address churn risk
Collaborate Cross-Functionally
Partner closely with Technical and Scientific Engagement teams to deliver comprehensive customer support
Serve as the voice of the customer to Product, providing feedback and insights to inform roadmap priorities
Work with Sales to ensure smooth handoffs and alignment on customer expectations
Collaborate with Marketing to develop customer case studies, testimonials, and advocacy programs
Contribute to company-wide initiatives that improve customer experience and platform value
Who You Are Essential Qualifications
10+ years of customer success, account management, or implementation experience, ideally in B2B SaaS or enterprise software
Experience in pharmaceutical, biopharma, biotech, or life sciences industries (or adjacent healthcare sectors)
Familiarity with drug development processes, portfolio strategy, and deal evaluation frameworks
Proven track record managing complex, enterprise customer relationships and driving high retention rates
Strong technical aptitude with ability to quickly master sophisticated software platforms and troubleshoot issues
Demonstrated success designing and executing onboarding programs, training curricula, and renewal strategies
Exceptional communication and presentation skills; can translate technical concepts for diverse audiences
Experience in building and leading teams
What Sets You Apart
Obsessive customer focus with empathy, patience, and commitment to customer outcomes
Technical curiosity and willingness to go deep into platform functionality and data analytics
Strategic thinker who can balance long-term relationship building with tactical execution
Highly organized with strong project management skills and attention to detail
Self-starter mentality with entrepreneurial drive and comfort building processes from scratch
Collaborative mindset; thrives working across Product, Engineering, Sales, and Scientific teams
Data-driven approach to measuring and optimizing customer success metrics
Passion for healthcare innovation and improving patient outcomes
Bonus Points
Background in pharma Business Development, Licensing, Portfolio Management, or R&D functions
Experience with AI/ML platforms, data analytics tools, or decision intelligence software
Proficiency with customer success platforms and CRM systems (eg. HubSpot, SalesForce)
Experience building customer success functions at early-stage or high-growth companies
Advanced degree in life sciences, business, or related field
What We Offer
Impact: Your work directly enables breakthrough therapies to reach patients faster
Ownership: Build and lead the customer success function as a foundational leader
Growth: Shape customer experience during a critical scaling phase
Compensation: Competitive salary, performance bonus, and equity
Location We are a remote-first company, but looking for team members to be located in the Northeast (Boston, New York, DC, etc.).
#J-18808-Ljbffr