Associate Director, Product Customer Success

Job Title: Associate Director, Product Customer Success

Job Location: Falls Church, United States of America

Job Location Type: Home-based

Job Contract Type: Full time

Job Seniority Level:

The Associate Director, Customer Success ensures clients achieve measurable results with IQVIA solutions by overseeing adoption, optimization, and ongoing support. This role manages customer relationships throughout their lifecycle, aligning internal teams to client objectives and identifying opportunities for increased value and partnership.

The Associate Director, Customer Success works with pharmaceutical, biotech, and CRO clients to maximize value from clinical trial software (EDC, IRT, eCOA, etc.), combining industry expertise and SaaS management to drive retention, adoption, and compliance.

Key Responsibilities

• Lead solution adoption and optimization to deliver business outcomes.
• Act as primary contact from sales handoff through implementation and support.
• Develop and execute mutual success plans aligned with customer goals.
• Monitor customer health metrics, identify risks, and implement mitigation strategies.
• Manage expectations, satisfaction, and issue resolution across teams.
• Gather and translate client feedback to improve product and services.
• Identify process improvements and growth opportunities.
• Support account planning, renewals, and expansion initiatives.
• Advise stakeholders to ensure platform adoption aligns with study goals.
• Oversee onboarding and implementation for seamless technology deployment.
• Reduce churn, drive renewals, and uncover upsell prospects.
• Ensure adherence to regulatory standards and operational excellence.
• Collaborate with Product and Engineering on technical enhancements.
• Proactively manage risk and develop mitigation strategies.

Qualifications

• 7–10 years’ experience in life sciences or clinical operations; 3–5 years in customer-facing leadership.
• Deep knowledge of clinical trial workflows and SaaS solutions.
• Technical expertise with clinical trial technologies or enterprise software.
• Bachelor’s degree required; Master’s preferred.
• Proven leadership in fast-paced, matrixed environments.

Preferred Skills & Competencies

• Ability to lead cross-functional teams and collaborate effectively.
• Strong consultative skills with experience translating customer goals into success plans.
• Skilled in defining and communicating customer health metrics.
• Excellent stakeholder management and executive communication.
• Expertise in managing escalations and driving resolutions.
• Analytical proficiency with CRM and data visualization tools.
• Experience delivering key performance metrics: NRR, CSAT, NPS, platform usage, TTV.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $83,600.00 - $232,900.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

This job is curated by Lifelancer.

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