Job Description
About Citizen
At Citizen Health, we have a singular mission: to improve the lives of the 400+ million people suffering from rare and complex conditions. Leveraging our AI-powered data platform, we empower patients with seamless access and control over their health data that they can share across our multi-sided ecosystem with caregivers, providers and researchers to illuminate better treatment and support options, while bringing therapies to patients faster. We support thousands of patients, work with a rapidly growing network of patient advocacy organizations, and innovate with leading biopharma organizations to accelerate therapies, always ensuring patients remain at the center.
Role Overview
We're seeking our first Customer Success Lead to own and expand our pharmaceutical client relationships post-sale. This is a player-coach role where you'll personally manage our most strategic accounts while building the customer success function from the ground up. You'll be the primary interface between our clients and internal teams, ensuring flawless project execution while identifying opportunities for growth and expansion. This role is a mix of strategy, client management, internal management and sales. It is meant for an individual who enjoys working with partners while thinking strategically on how the business can grow.
What You'll Do
Account Management & Relationship Building
Own post-sale relationships with all biotech and pharmaceutical clients, serving as their primary point of contact
Build deep, trusted relationships with stakeholders across clinical ops, medical affairs, R&D, and commercial teams
Conduct regular business reviews and strategic planning sessions with client leadership
Become the voice of the customer within Citizen Health, advocating for client needs and priorities
Project Execution & Delivery
Lead complex, multi-stakeholder projects from kickoff through completion
Coordinate cross-functional internal teams (data science, engineering, clinical) to deliver on client commitments
Manage project timelines, milestones, and deliverables to ensure on-time, on-budget execution
Proactively identify and resolve issues before they impact client satisfaction
Ensure all projects meet pharma industry standards and regulatory requirements
Growth & Expansion
Identify opportunities for additional projects and expanded scope within existing accounts
Develop and execute account expansion strategies to drive revenue growth
Collaborate with sales team on renewals and upsell opportunities
Create compelling case studies and success stories to support new business efforts
Process & Operations Development
Build customer success processes, playbooks, and best practices from scratch
Establish metrics and KPIs to measure client health, satisfaction, and expansion potential
Create onboarding workflows and project management frameworks
Document lessons learned and develop scalable approaches for future team growth
Eventually hire and manage a customer success team as we scale
Cross-Functional Collaboration
Partner closely with product, engineering, and clinical teams to prioritize client needs
Work with sales and marketing teams to share client insights and support pipeline growth
Collaborate with leadership team on strategic account planning and resource allocation
Who You Are
Required Experience
6-10 years of customer success, account management, or project management experience in healthcare/life sciences
Track record managing complex, high-touch client relationships with multiple stakeholders
Experience with enterprise clients in healthcare, life sciences, or other highly regulated industries
Proven ability to manage and execute multi-month, technical implementation projects
History of identifying and closing expansion opportunities within existing accounts
Cross-Functional Versatility
Account Management: Deep relationship building with C-level and VP-level stakeholders
Project Management: Complex project execution with cross-functional teams and tight deadlines
Business Development: Identifying growth opportunities and driving revenue expansion
Operations: Building processes, systems, and scalable approaches from the ground up
Customer Advocacy: Translating client needs into product requirements and strategic priorities
Skills & Traits
Executive presence: Comfortable engaging with senior pharmaceutical executives
Startup DNA: Thrives in fast-paced, ambiguous environments with multiple competing priorities
Problem-solving mindset: Proactively identifies issues and develops creative solutions
Growth orientation: Naturally seeks opportunities to expand client relationships and drive revenue
Communication excellence: Strong written and verbal communication skills for technical and executive audiences
Process builder: Can create structure and scalability in ambiguous environments
Preferred Background
Experience at pharma services companies, CROs, health data platforms, or clinical technology vendors
Healthcare or life sciences domain knowledge
Experience with data/analytics platforms or AI/ML products
Track record building customer success functions at high-growth companies
Consulting or professional services background
Technical Aptitude
Comfortable discussing technical concepts with data science and engineering teams
Ability to understand and explain complex data and AI platforms to client stakeholders
Experience managing projects involving data integration, analytics, or technology implementations
What We Offer
Join us as the founding customer success leader at a company transforming healthcare data and AI. You'll have the opportunity to build lasting relationships with leading pharmaceutical companies while creating the customer success function that will scale with our rapid growth.
Location: San Mateo, CA (hybrid/on-site preferred)
Compensation:
Base salary: $160K - $180K
Citizen Health is an equal opportunity employer committed to diversity and inclusion.
