About the Job
Loopback is seeking a customer-centric problem solver to lead strategic engagement and develop long-term, enterprise-wide partnerships with Life Science clients.
As a Director of Client Success, you will:
- Own a portfolio of high-value Life Science accounts and be accountable for retention, growth, and account health.
- Operate as a strategic partner to commercial, medical, and HEOR stakeholders while also being willing to dive into details and work directly with internal teams.
- Connect data, product capabilities, and client strategy to define and execute account plans that drive measurable business outcomes for our clients and for Loopback.
- Drive initiatives to create and operationalize scalable go-to-market and client management processes
You will play a crucial role in driving customer success by ensuring continued satisfaction, fostering strong relationships at multiple levels of the client organization, and systematically identifying opportunities for expansion.
Key Responsibilities
- Oversee onboarding to ensure a seamless transition to Loopback's solutions.
- Help clients use Loopback data, analytics, and tools to achieve clinical, commercial, and access objectives.
- Build and maintain strong, long-lasting relationships; act as primary point of contact and internal advocate.
- Serve as a trusted advisor by understanding customer goals and constraints, and providing tailored solutions.
- Build and manage structured account plans with clear objectives, success metrics, and growth opportunities.
- Identify, qualify, and prioritize expansion opportunities and partner with Sales to close them.
- Synthesize complex analytics into clear, compelling narratives and recommendations for senior stakeholders.
- Collaborate with sales, marketing, product, operations, and engineering teams to align client strategies and objectives with Loopback's roadmap.
- Develop scalable processes, playbooks, and documentation that enable consistent, high-quality client delivery and drive team efficiency across the customer lifecycle.
Requirements
Experience & Education
- B.A. or B.S. (preferred disciplines: biological sciences, engineering, biostatistics, health economics, or similar).
- 5+ years in client-facing roles with increasing responsibility delivering products and services into Life Science organizations.
- Experience working with cross-functional teams in real-world data, HEOR, market access, or medical affairs.
- Proven success managing complex, multi-stakeholder projects and account portfolios.
- Advanced degrees such as an MBA, MPH, or PhD related to healthcare, business, or life sciences are a plus.
Skills & Attributes
- Strong business acumen and understanding of how data and services create value for Life Science clients.
- Strong analytical and problem-solving skills; able to dig into data and dashboards, pressure-test analyses with analytics, and distill complex findings into executive-ready recommendations.
- Excellent communication skills; able to translate analytical work into clear, action-oriented narratives.
- Highly organized, with the ability to manage multiple client priorities and deadlines.
- Flexible, proactive, and energized by a fast-paced, evolving environment.
- Ability and willingness to travel to in-person client engagements.
This employer will not sponsor applicants for employment visa status (e.g., H1-B) for this position. All applicants must be currently authorized to work in the United States on a full-time basis.
