Bachelor's degree in Business, Life Sciences, or related field.
15+ years in account management or client success, ideally in life sciences or healthcare tech.
3+ years leading an account management or customer success team.
Strong understanding of real-world data and healthcare analytics.
Proven track record in driving revenue growth and improving net revenue retention.
Experience managing renewals and multi-year contracts in a recurring-revenue business.
Exceptional communication and strategic thinking skills.
Responsibilities
Develop and execute an account management strategy aligned with commercial goals.
Drive net revenue retention and expansion across existing accounts.
Own the renewal calendar and multi-year contract strategy.
Ensure account health by driving client satisfaction and engagement.
Build senior-level relationships with strategic clients and serve as escalation point.
Align Sales and Account Management on strategic account planning.
Lead, coach, and mentor a team of Account Managers and supporting roles.
Benefits
Variable pay: commission or corporate bonus (role dependent)
Equity
Health, Dental, and Vision insurance
Dependent Care Flexible Spending Account
Health Savings Account with employer contributions
Unlimited vacation and paid sick days
Life insurance
Short-term and long-term disability
12 weeks paid parental leave
Pet insurance
401k plan
Full Job Description
POSITION TITLE: Vice President, Account Management
LOCATION: Cambridge, MA (Hybrid) OR U.S. (Remote)
This position reports to our global HQ in Cambridge, MA. Travel is expected domestically and internationally when needed.
Who We Are Looking For:
The role of the Vice President, Account Management is to lead the Commercial Account Management organization at TriNetX, owning account health, net revenue retention and revenue growth from existing clients across the Pharma, Pharma Services, Government and Regulatory markets. This role is accountable for client satisfaction, Net Promoter Score (NPS), retention and engagement with strategic client stakeholders, delivered through a high-performing team of Account Managers and supporting roles. This is a full people-leadership role focused on leading the team and the account portfolio rather than carrying individual accounts. Reporting to the SVP, Sales & Account Management, the role ensures alignment with company objectives and fosters a culture of excellence, collaboration and customer-centricity.
What You Will Be Doing:
Develop and execute an account management strategy aligned with TriNetX's commercial goals, with clear performance metrics and accountability for the team.
Drive net revenue retention and expansion across the installed base, owning renewal and growth forecasting and ensuring the team closes upsell, cross-sell, and renewal opportunities.
Own the renewal calendar and multi-year contract strategy, partnering with Finance, Legal, and Sales on pricing, packaging, contract terms, and usage and entitlement management.
Ensure account health across the portfolio by driving client satisfaction, NPS, retention, and engagement, and implement improvement plans for at-risk accounts.
Ensure clients realize measurable value from the TriNetX platform and real-world data, including clinical trial design and feasibility, site selection and patient recruitment, and real-world evidence generation.
Build senior-level relationships with strategic clients across biopharma, pharma services, government, and regulatory organizations, and serve as the escalation point for strategic accounts and critical issues.
Align Sales and Account Management on strategic account planning, including account ownership, handoffs, pipeline visibility, and joint go-to-market plans for priority accounts.
Lead, coach, mentor, and scale a team of Account Managers and supporting roles, including goal setting, regular 1:1s, performance management, succession planning, and hiring.
Partner with Product, Data, Client Delivery, Research Services, and Customer Support to bring client needs, feedback, and risks into roadmap and delivery priorities.
Deliver accurate retention, renewal, and expansion forecasts and regular performance and risk reporting to executive leadership.
Implement standardized processes, tools, and reporting for account management, and use data and analytics to optimize account strategies.
Ensure the team operates in line with TriNetX policies, contractual obligations, and data privacy and security requirements (such as HIPAA and GDPR).
Stay informed on industry trends, including real-world data, AI, and regulatory acceptance of real-world evidence, and share client and market insights to shape product development and services.
What You Bring to TriNetX:
Bachelor's degree in Business, Life Sciences, or a related field.
15+ years of experience in account management or client success, preferably within life sciences or healthcare technology, including 3+ years leading an account management or customer success team.
Robust experience directly leading a team of 6+ Account Managers, including regular 1:1s, coaching, and performance management.
Strong understanding of real-world data, healthcare analytics, and pharmaceutical industry dynamics.
Proven track record of driving revenue growth from existing accounts and improving net revenue retention.
Demonstrated success improving account health, client satisfaction, NPS, and retention, with strong executive-level relationships with strategic client stakeholders.
Experience driving alignment between Sales and Account Management on strategic account planning.
Experience managing renewals, multi-year contracts, and expansion forecasting for a recurring-revenue (SaaS, data, or services) business.
Experience in talent development, succession planning, and hiring.
Exceptional communication, strategic thinking, and operational management skills.
Ability to thrive in a fast-paced, global organization; willingness to travel as needed.
Preferred:
MBA or advanced degree.
Familiarity with clinical development, clinical trial feasibility and recruitment, or real-world evidence use cases and how biopharma, pharma services, and regulatory clients buy and use them.
Understanding of healthcare data privacy and compliance requirements (such as HIPAA and GDPR).
Experience scaling an account management organization in a data, SaaS, or analytics business.
Experience with CRM and customer success tooling, and with data-driven account health and forecasting methods.
Benefits for US employees:
Variable pay: commission or corporate bonus (role dependent)
Equity
Health, Dental, and Vision insurance
Dependent Care Flexible Spending Account
Health Savings Account with employer contributions
Unlimited vacation and paid sick days
Life insurance
Short-term and long-term disability
12 weeks paid parental leave
Pet insurance
401k plan
About TriNetX
TriNetX is a healthcare technology company that provides a global health research network for healthcare organizations, biopharmaceutical companies, and contract research organizations. The company's platform enables researchers to access real-world clinical data from a network of healthcare organizations around the world, which can help accelerate the development of new treatments and improve patient outcomes. TriNetX's platform is used by some of the world's leading healthcare organizations and biopharmaceutical companies.
