The RoleWe are seeking a seasoned, mission-driven Engagement Director to bring structure, visibility, and cross-functional leadership to how we deliver our services and products. We are looking for a leader who drives clarity and momentum across the company and can lead cross-functional delivery teams to ensure customer satisfaction, retention, and expansion.
Because all of Unlearn's customers are biopharmaceutical companies, deep fluency in the pharma and clinical development is essential. You will partner closely with our Technology, Science, Product, Commercial, Marketing, and G&A teams.
This role reports directly to the Chief Commercial Officer and day-to-day will be the conduit between the delivery and commercial teams. The Engagement Director owns the customer relationship after contract signature. They translate sponsor priorities into terms the delivery team can act on, hold the account to its contracted commitments, and surface expansion opportunities for the commercial team to pursue.
ResponsibilitiesCustomer Relationship Management- Build a deep and trusting relationship with customers, serving as a point of contact for customer satisfaction, retention, and expansion.
- Coordinate customer-facing timelines, milestones, and deliverables, ensuring internal delivery plans align with customer commitments.
- Identify opportunities to expand and strengthen customer collaborations and communicate these internally so the business can improve.
Cross-Functional Leadership & Delivery- Proactively identify risks, dependencies, and potential roadblocks in customer projects, and lead cross-team problem-solving workstreams to resolve them before they impact delivery.
- Drive accountability and clear communication across the delivery teams, defining priorities and keeping customer projects on track.
- Report progress on customer delivery, risks, and resource trade-offs to leadership on a regular cadence.
Roadmap Ownership & Program Planning- Track timelines, key milestones, interdependencies, and resource needs across customer engagements so leadership can plan resourcing and product delivery appropriately.
- Stand up project management practices, cadences, and resource-planning tooling, creating a single source of truth for customer projects without heavyweight process overhead.
Requirements- 7+ years of experience delivering services or technology to clinical development groups at pharma or biotech sponsors: CRO, clinical tech vendor, or consulting.
- Extensive experience working with biopharmaceutical companies, with deep, demonstrated fluency in the pharma and clinical development landscape.
- Direct sponsor-facing ownership of accounts or engagements with a track record of leading a cross-functional team to delivery on customer engagements that include services, technology, and software products, and surfacing expansion opportunities in an existing account.
- Experience working between a commercial team and a delivery or technical team.
- Exceptional communication and stakeholder-management skills, with the ability to lead and influence cross-functional teams without direct authority.
- Strong problem-solving instincts and a proactive approach to surfacing and resolving risks and roadblocks.
- Exposure to biostatistics or quantitative methods is strongly preferred.
- Bachelor's degree in Business, Life Sciences, Engineering, or a related field; an advanced degree in a life-sciences or technical discipline is a plus.
- Comfort operating in a fast-moving, startup environment where this role defines the Engagement Director function.
- Based locally in San Francisco Bay Area, or remote and open to travel (25% of your time).
Benefits & PerksThe following benefits and perks are for full time roles only.
- Meaningful equity participation
- 100% company-covered medical, dental, & vision insurance plans
- 401k plan with matching
- Flexible PTO plus company holidays
- Annual company-wide break December 24 through January 1
- Commuter benefits
- Paid Parental Leave
