Client Success Director

Clario

5d•Remote

About The Position

Clario is a global leader in clinical trial endpoint technology, providing specialized solutions that enhance data quality, improve patient experience, and accelerate evidence generation. Our advanced digital and scientific capabilities support sponsors in running more efficient, reliable, and patient‑centric trials. As a Client Success Director, you will lead designated client accounts across all Clario Business Units—ensuring satisfaction, retention, and growth by building strategic relationships, understanding client objectives, and guiding them to achieve optimal outcomes with our solutions.

Requirements

Bachelor’s degree or equivalent.
Minimum 5 years managing complex client accounts with a focus on commercial performance and service delivery.
Minimum 3 years in the life sciences industry; experience with clinical data endpoint collection services preferred.
Demonstrated ability to work independently, navigate adversity, and drive commercial and operational outcomes in a matrixed environment.
Confident communication and collaboration with C‑suite, Quality, Medical, R&D, and operational partners.
Effective change management and stakeholder alignment across varied priorities.
Ability to adapt to diverse personalities and foster collaborative outcomes.
Strong commercial acumen with a consistent focus on client satisfaction.
Ability to learn quickly and apply strategic thinking to short‑ and long‑term planning.
Assertive, logical, and diplomatic approach to conflict management and solution development.
Excellent communication, organization, adaptability, emotional intelligence, and strategic thinking skills.

Responsibilities

Build and maintain strong relationships with key client stakeholders and establish appropriate governance structures for each assigned account.
Collaborate with clients to understand their needs and partner with Sales and Operations to plan and deliver on defined objectives.
Act as the voice of the customer, ensuring balanced perspectives and managing expectations internally and externally.
Support client education on Clario products and services to promote strategic value and business growth.
Listen to client feedback and translate insights into proactive actions that improve CSAT and strengthen NPS.
Leverage client relationships to support Sales in identifying and driving cross‑sell and upsell opportunities.
Monitor overall account health, ensuring deliverables meet expectations and partnering with internal teams to mitigate risks.
Ensure timely investigation and resolution of client issues with a focus on minimizing impact to patients and end users.
Foster collaboration across aligned internal resource groups to support creative solutions, consistency, and long-term partnership success.
Build and maintain client advocacy by converting and sustaining contacts as strong promoters of the Clario brand.