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Client Success Director

Clario
Remote, USA
Full-time
Director · 5+ years experience
Remote
Discovered 4 days ago

Full Job Posting

What We Offer

  • Competitive compensation
  • Comprehensive health, dental, and vision coverage
  • Retirement savings plan with company contribution
  • Paid time off and company holidays
  • What You’ll Be Doing
  • Build and maintain strong, trusted relationships with key client stakeholders, establishing appropriate governance structures for assigned accounts
  • Serve as the primary strategic point of contact for designated clients across all Clario business units
  • Partner with clients to understand business needs and objectives, and collaborate with Sales and Operations to develop and execute account strategies
  • Act as the voice of the customer internally, ensuring expectations are aligned and managed effectively
  • Support client education on Clario products and services to enable growth and maximize value
  • Translate client feedback into proactive actions to improve Net Promoter Score (NPS), retention, and renewals
  • Support cross‐sell and upsell opportunities by leveraging strong client relationships in partnership with Sales
  • Monitor overall account health, including SLAs, KPIs, and deliverables, and proactively mitigate risks
  • Ensure timely and effective issue resolution with a focus on minimizing impact to patients and service end users
  • Partner with clients and internal teams to drive continuous improvement and innovative solutions
  • Foster long‐term partnerships and convert key contacts into promoters of the Clario brand
  • Measure success through relationship health (NPS and relationship depth), account performance, and commercial outcomes including revenue growth and profitability

What We Look For

  • Bachelor’s degree or equivalent experience
  • Minimum of 5 years’ experience managing complex client accounts with responsibility for commercial and service delivery performance
  • Minimum of 3 years’ experience in the life sciences industry; experience in clinical data or endpoint collection services preferred
  • Strong ability to work independently and drive outcomes in a matrixed, global environment
  • Proven ability to communicate and collaborate at all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations
  • Strong commercial acumen with a focus on client satisfaction and value realization
  • Ability to manage change through clear communication and stakeholder alignment
  • Strong strategic thinking and ability to develop and execute short‐ and long‐term account strategies
  • Skilled in conflict management with a logical, diplomatic, and solutions‐oriented approach
  • Excellent interpersonal and soft skills, including written and verbal communication, organization, adaptability, emotional intelligence, and relationship management
  • At Clario, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, supporting innovative technology, or collaborating with global teams, your work helps bring life‐changing therapies to patients faster.
  • Clario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.

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