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Job Title: Head of Client Success
Job Location: Boston, MA
Job Location Type: Remote
Job Contract Type: Full-time
Job Seniority Level:
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
The Head of Client Success will drive enterprise retention through product adoption and drive long-term customer value creation the client portfolios. If you're ready to lead transformational client success initiatives and make a lasting impact on our business and our clients, we'd love to hear from you.
What You'll Do
Develop and execute customer success strategy aligned with company growth objectives, customer business outcomes, retention, and long-term customer value creation Own customer retention and supporting sales in revenue expansion across the customer portfolio, renewals, net revenue retention, cross-sell, upsell, and overall account growth
Lead strategic account planning and governance in partnership with Sales, establishing account plans, executive engagement models, and processes to identify and capture growth opportunities
Drive customer adoption and time-to-value by developing success plans that accelerate implementation, product utilization, business impact, and realization of customer ROI
Establish customer health frameworks and performance metrics to measure adoption, engagement, customer satisfaction, renewal risk, retention, expansion, and overall portfolio performance
Use data, analytics, and experimentation to identify opportunities, evaluate program effectiveness, optimize customer engagement, and continuously improve customer success strategies
Lead executive customer relationships by serving as a trusted advisor, executive sponsor, and escalation point for strategic accounts and complex customer challenges Partner cross-functionally with Sales and Product to align customer priorities with product strategy, commercial objectives, and service delivery
Translate customer insights into business strategy by identifying emerging customer needs, market trends, adoption barriers, and opportunities for product innovation and go-to-market improvement
Design scalable customer success operating models that balance high-touch strategic engagement with digital, programmatic, and self-service approaches to improve efficiency and customer lifetime value
Establish operational rigor and accountability through standardized processes, success methodologies, portfolio reviews, forecasting, performance dashboards, and continuous improvement initiatives
Lead, develop, and scale a high-performing organization by recruiting, coaching, retaining, and developing talent; establishing clear performance expectations; and building leadership succession
Champion AI adoption and digital transformation across the customer success organization, identifying opportunities to automate administrative work, improve decision-making, and enable teams to focus on strategic customer engagement
Communicate business performance and strategic priorities to executive leadership, presenting customer insights, retention and growth results, operational performance, risks, and recommendations
Represent the company as a strategic partner and industry thought leader through executive engagements, customer forums, and external industry relationships
Requirements
15+ years of progressive experience in client services, account management, customer success, or related client-facing leadership roles, with a track record of managing complex client relationships and driving business growth
7+ years of experience leading client services, account management, or customer-facing teams, including developing talent, scaling operations, and delivering measurable client and business outcomes
Demonstrated experience managing complex enterprise accounts and building trusted relationships with C-suite executives and senior stakeholders
Experience in healthcare, life sciences, pharmaceuticals, biotechnology, medical technology, or other regulated industries
Proven track record of driving customer adoption across the product portfolio
Strong commercial and financial acumen, including account growth strategy, revenue forecasting, customer lifetime value, and return on investment
Experience building and implementing scalable Customer Success strategies, operating models, processes, and governance frameworks
Demonstrated ability to use customer data, analytics, and performance metrics to assess customer health, identify risks, and drive business outcomes
Experience partnering cross-functionally with Sales, Product, and Marketing to achieve customer and company objectives
Proven ability to lead organizational change, improve operational effectiveness, and drive continuous improvement
Exceptional executive communication, negotiation, influencing, and relationship management skills
Demonstrated ability to recruit, coach, develop, and retain high-performing teams while establishing a culture of accountability and continuous learning
Bachelor's degree or equivalent relevant professional experience
Nice to Have
Proven track record of driving customer retention, renewals, revenue expansion, and net revenue retention across enterprise customer portfolios
Experience building and scaling digital, tech-touch, or programmatic Customer Success models that serve large customer populations efficiently
Experience implementing AI-powered customer engagement, agentic workflows, and automation to improve customer outcomes and team productivity
Experience designing customer lifecycle programs, including digital onboarding, adoption campaigns, lifecycle communications, and self-service experiences
Familiarity with experimentation frameworks, behavioral analytics, leading indicators, and data-driven optimization of customer engagement programs
Experience in enterprise SaaS, cloud software, CRM, data platforms, or other technology-enabled business solutions
Experience translating customer insights and market trends into product strategy, roadmap priorities, and go-to-market initiatives
Experience developing customer health scoring, predictive retention models, adoption metrics, and portfolio performance dashboards
Experience managing global or geographically distributed customer success teams and enterprise customer portfolios
Experience establishing executive customer advisory programs, strategic partnerships, and industry thought leadership
Master's degree in business, technology, or a related discipline
Interviewing with Veeva
We value your time and believe in a transparent hiring process. Here is the process you can expect.
Follow the application process and submit your resume.
If moving to the interview stage, our process is as follows:
A conversation with the hiring manager
A personality assessment
A practical case exercise
A final conversation with our group's Senior Leader
Once all interviews are complete, the manager will be in touch with a final decision.
Perks & Benefits
Medical, dental, vision, and basic life insurance
Flexible PTO and company paid holidays
Retirement programs
1% charitable giving program
Compensation
Base pay: $200,000 - $270,000
The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at .
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