Senior Director, Customer Success

Date: 3 Nov 2025

Location:NJ, US

Job Description

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that's bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out Looking to jump-start your career? We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene's high-speed growth. We are purpose-driven. We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.

Must Have

Job Description: Senior Director, Customer Success

About Role:

The Senior Director, Customer Success will own a large & strategic portfolio of clients. Beyond ensuring adoption and satisfaction, you'll drive growth, influence strategy, and assume greater leadership over cross-functional initiatives. You'll lead major HCP marketing & brand growth collaborations, handle more complex clients or accounts, and serve as a mentor or guide for more junior CSMs.

Key Responsibilities

• Own relationships with strategic clients; understand their business strategy and help shape success plans aligned with these.
• Drive customer lifecycle end-to-end: onboarding, adoption, usage growth, renewal, expansion.
• Lead, plan and execute high-impact HCP / omnichannel marketing initiatives in collaboration with marketing, analytics, alliance partners, and external agencies, ensuring alignment to client brand strategy.
• Manager / mentor junior CSMs; guide them in deliverables, client interactions, analytics, and escalations.
• Take accountability for financial outcomes of assigned clients: renewal revenue, upsell/unlocks of additional services, margin, forecasting, and profitability.
• Conduct Executive Business Reviews with senior client leadership; present results, insights, proposed improvement plans, future roadmaps.
• Proactively identify risk to accounts (churn, dissatisfaction, underutilization), design & implement mitigation strategies.
• Collaborate heavily with internal stakeholders (product, delivery, operations, medical / regulatory / compliance) to influence product improvements / enhancements based on customer feedback.
• Drive continuous improvement in processes, best practices, tools; improve customer success methodology.
• Ensure full compliance with relevant medical, regulatory, and peer-education / HCP marketing standards.

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Qualifications & Skills

• Bachelor's degree in Life Sciences / Business / Marketing / Healthcare; MBA strongly preferred.
• 5-8+ years of experience in Customer Success / Client Services / Account Management in the life sciences / pharma / healthcare / marketing services domain.
• Demonstrated experience owning P&L / financial accountability in a brand or client portfolio; proven ability to deliver growth & profitability.
• Deep experience with omnichannel marketing / HCP engagement / alliance partner or agency management.
• Strong data & analytical skills: able to define, track, and act upon KPIs; comfortable presenting to senior leadership.
• Excellent communication & stakeholder management, including C-level / senior leadership interactions.
• Experience in managing & mentoring junior team members.
• Skilled at strategic thinking, planning, forecasting.
• High degree of initiative, able to lead change, resolve escalations, and work in fast-paced/matrixed environment.

Good to have

EQUAL OPPORTUNITY

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate's merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.