The Director, Customer Success will lead and scale the Customer Success function at NAYA Therapeutics while directly managing a portfolio of strategic partners and enterprise accounts. This player-coach role is responsible for driving retention, expansion, and long-term engagement across key stakeholders, ensuring that customers realize maximum value from NAYA’s solutions.
This leader will work cross-functionally with Commercial, Clinical, Product, and Operations teams to optimize customer outcomes, strengthen strategic partnerships, and support sustainable revenue growth aligned with NAYA’s mission to advance innovative therapeutic solutions.
Key Responsibilities
Leadership & Functional Oversight
- Lead, develop, and scale the Customer Success organization, with full accountability for team performance, customer satisfaction, and retention outcomes.
- Execute a strategic Customer Success roadmap aligned with company growth objectives, product adoption, and market expansion.
- Identify process gaps and implement scalable solutions to improve customer experience, operational efficiency, and team effectiveness.
Strategic Account Management & Stakeholder Engagement
- Own a portfolio of strategic accounts, including biopharma partners, healthcare organizations, and key enterprise clients.
- Serve as the executive sponsor and primary relationship leader for high-value partnerships.
- Build trusted, long-term relationships with executive stakeholders, clinical leaders, and decision-makers.
- Lead strategic account planning, business reviews, and value realization discussions tied to measurable outcomes.
- Identify and drive expansion opportunities across existing partnerships.
- Act as an escalation point for critical client needs, ensuring timely resolution and sustained trust.
Revenue Retention & Growth
- Own Customer Success contribution to revenue, including renewals, retention, and expansion.
- Develop scalable lifecycle strategies to support long-term partner success and growth.
- Enhance account health frameworks and proactive risk mitigation strategies to minimize churn.
- Drive forecasting discipline and reporting across renewals, pipeline, and revenue risk.
- Partner cross-functionally to ensure alignment between customer needs, product capabilities, and commercial strategy.
Performance Management & Talent Development
- Build and retain a high-performing, mission-driven Customer Success team.
- Foster a collaborative, inclusive culture aligned with NAYA Therapeutics’ values and patient-first mindset.
- Provide ongoing coaching, mentorship, and performance management to ensure strong execution and professional growth.
Analytics & KPI Ownership
- Own and drive performance against key metrics, including:
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Renewal rates
- Expansion revenue
- Churn
- Customer engagement and adoption metrics
- Leverage data and insights to inform strategic decisions and improve customer outcomes.
Our Values
- Patient-first mindset in everything we do
- Collaboration and shared accountability across teams
- Integrity, transparency, and scientific rigor
- Innovation and continuous improvement
- Commitment to advancing healthcare outcomes
Candidate Profile
Education
- Bachelor’s degree in Business Administration, Life Sciences, Healthcare Administration, or a related field required
- Advanced degree (MBA, MPH, or scientific discipline) preferred
Experience
- 7–10 years of experience in Customer Success, Account Management, or Strategic Partnerships within biotech, healthcare, SaaS, or life sciences
- 2–4 years of leadership experience managing and developing high-performing teams
- Proven success managing recurring revenue or long-term partnership portfolios
- Experience working with enterprise-level stakeholders, including healthcare providers, payers, or biopharma partners
- Demonstrated ability to drive retention, expansion, and long-term value creation
- Experience operating in a player-coach role
- Strong commercial and strategic acumen, including forecasting and revenue planning
Skills & Competencies
- Deep understanding of customer lifecycle management within healthcare or life sciences environments
- Strong executive presence and stakeholder management skills
- Strategic thinker with the ability to align customer outcomes to business objectives
- Data-driven mindset with experience leveraging analytics to drive decision-making
- Proficiency with CRM and Customer Success platforms
- Exceptional communication, leadership, and influencing skills
- Collaborative, mission-driven mindset with a focus on impact
Compensation
NAYA Therapeutics offers a competitive compensation package as part of a comprehensive total rewards program. The estimated base salary range for this role is$163,750 – $211,875 OTE (base + bonus)annually. Final compensation will be based on experience, qualifications, and market conditions.
Join NAYA Therapeutics and play a critical role in advancing innovative therapies while building meaningful, long-term partnerships that improve patient outcomes.
