Experienced Full Stack Customer Success Lead – Biopharma at arenaflex

As a leading innovator in the biopharma industry, arenaflex is seeking an exceptional Customer Success Lead to join our team. This is a unique opportunity to shape the customer success function from the ground up and drive growth in a rapidly expanding market. If you're a seasoned professional with a passion for building lasting relationships and driving business expansion, we want to hear from you.

About arenaflex

arenaflex is a pioneering company that's revolutionizing the way biopharma companies approach healthcare data and AI. Our mission is to improve the lives of millions of people suffering from rare and complex conditions by providing seamless access and control over their health data. We're a fast-paced, dynamic organization that's committed to innovation, customer satisfaction, and making a meaningful impact in the biopharma industry.

Role Overview

As our first Customer Success Lead, you'll be responsible for owning and expanding our pharmaceutical client relationships post-sale. This is a player-coach role that requires a unique blend of strategy, client management, internal management, and sales skills. You'll be the primary interface between our clients and internal teams, ensuring flawless project execution while identifying opportunities for growth and expansion. This role is ideal for an individual who enjoys working with partners, thinking strategically, and driving business growth.

Key Responsibilities

* Account Management & Relationship Building: + Own post-sale relationships with all biotech and pharmaceutical clients, serving as their primary point of contact + Build deep, trusted relationships with stakeholders across clinical ops, medical affairs, R&D, and commercial teams + Conduct regular business reviews and strategic planning sessions with client leadership + Become the voice of the customer within arenaflex, advocating for client needs and priorities

• Project Execution & Delivery:

+ Lead complex, multi-stakeholder projects from kickoff through completion + Coordinate cross-functional internal teams (data science, engineering, clinical) to deliver on client commitments + Manage project timelines, milestones, and deliverables to ensure on-time, on-budget execution + Proactively identify and resolve issues before they impact client satisfaction + Ensure all projects meet pharma industry standards and regulatory requirements

• Growth & Expansion:

+ Identify opportunities for additional projects and expanded scope within existing accounts + Develop and execute account expansion strategies to drive revenue growth + Collaborate with sales team on renewals and upsell opportunities + Create compelling case studies and success stories to support new business efforts

• Process & Operations Development:

+ Build customer success processes, playbooks, and best practices from scratch + Establish metrics and KPIs to measure client health, satisfaction, and expansion potential + Create onboarding workflows and project management frameworks + Document lessons learned and develop scalable approaches for future team growth + Eventually hire and manage a customer success team as we scale

• Cross-Functional Collaboration:

+ Partner closely with product, engineering, and clinical teams to prioritize client needs + Work with sales and marketing teams to share client insights and support pipeline growth + Collaborate with leadership team on strategic account planning and resource allocation

Who You Are

We're looking for a seasoned professional with a strong track record in customer success, account management, or project management in the healthcare/life sciences industry. You'll have:

• 6-10 years of experience in customer success, account management, or project management
• A proven ability to manage complex, high-touch client relationships with multiple stakeholders
• Experience with enterprise clients in healthcare, life sciences, or other highly regulated industries
• A track record of managing and executing multi-month, technical implementation projects
• A history of identifying and closing expansion opportunities within existing accounts
• Cross-functional versatility, with experience in account management, project management, business development, operations, and customer advocacy
• Executive presence, with comfort engaging with senior pharmaceutical executives
• Startup DNA, with the ability to thrive in fast-paced, ambiguous environments
• A problem-solving mindset, with the ability to proactively identify issues and develop creative solutions
• A growth orientation, with a natural ability to seek opportunities to expand client relationships and drive revenue
• Excellent communication skills, with the ability to communicate effectively with technical and executive audiences
• A process builder, with the ability to create structure and scalability in ambiguous environments

Preferred Background

While not required, we're particularly interested in candidates with:

• Experience at pharma services companies, CROs, health data platforms, or clinical technology vendors
• Healthcare or life sciences domain knowledge
• Experience with data/analytics platforms or AI/ML products
• A track record of building customer success functions at high-growth companies
• Consulting or professional services background

Technical Aptitude

You'll have a strong understanding of technical concepts, with the ability to:

• Discuss technical concepts with data science and engineering teams
• Understand and explain complex data and AI platforms to client stakeholders
• Manage projects involving data integration, analytics, or technology implementations

What We Offer

Join us as the founding customer success leader at arenaflex, and you'll have the opportunity to build lasting relationships with leading pharmaceutical companies while creating the customer success function that will scale with our rapid growth. You'll enjoy:

• A competitive base salary of $160K - $180K
• A dynamic, fast-paced work environment with a talented team of innovators
• Opportunities for professional growth and development in a rapidly expanding industry
• A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive work environment

If you're a seasoned professional with a passion for building lasting relationships and driving business expansion, we want to hear from you. Apply now to join our team and shape the future of customer success at arenaflex. Apply for this job