Senior Customer Success Manager/Director

Job Description hackajob is collaborating with GlobalData Plc to connect them with exceptional professionals for this role.n Senior Customer Success Executiven Customer Experience – Mid-Marketn Location: London Hybridn Reporting to Global Head of Mid-Market Customer Success Team Customer Experience — Mid-Market Date April 2026n ROLE SUMMARYn The Senior Customer Success Executive — Mid-Market owns a portfolio of mid-market pharma accounts and is expected to operate with a higher degree of autonomy, commercial sophistication, and team contribution than a Customer Success Executive. You will drive adoption, health, and retention outcomes across your accounts, build multi-threaded relationships that extend to Director level, and act as a genuine commercial partner to your AM — surfacing risk and opportunity with the depth and clarity that enables them to act.n The Senior CSE sets the standard in the Mid-Market team. You are the reference point for how a good account should be managed, how a difficult customer conversation should be handled, and how the AM partnership should work. Beyond your own portfolio, you will contribute to developing the team — sharing playbooks, coaching junior Customer Success Executives, and helping build the operating model that makes the whole Mid-Market function more effective. You do not own commercial contracts, but you are commercially accountable: you understand what it takes to win a renewal and you engineer the conditions for it across every account you touch.n WHAT YOU’LL DOn Portfolio Ownership & Adoption Strategynn Own a portfolio of mid-market pharma accounts end-to-end — from onboarding through to pre-renewal handoff — with full accountability for health and adoption outcomes. n Design and execute account-specific adoption strategies that go beyond initial training to drive sustained, deepening platform use across teams and use cases. n Identify adoption ceilings within accounts and develop targeted programmes to break through them — new use cases, new user cohorts, new workflows. n Build and activate internal champions to scale your reach within accounts and reduce single-point-of-contact dependency. n Deliver use-case based training that speaks directly to the customer’s therapeutic priorities and business objectives — not a product catalogue.nn Commercial Awareness & Renewal Influencenn Maintain a clear commercial lens across your portfolio — understand each account’s ARR, renewal timeline, budget cycle, and strategic importance. n Build the renewal case from day one: document value delivered, track adoption milestones, and ensure the customer has a clear ROI narrative before the commercial window opens. n Brief your AM on account health, risk signals, and expansion opportunities with the depth and specificity they need to act — not just status updates. n Identify expansion signals proactively — new teams, new therapeutic areas, new decision-makers entering the account — and ensure your AM can convert them. n Support at-risk renewal situations by designing and executing intervention plans alongside your AM.nn Stakeholder Relationships & Multi-Threadingnn Build and maintain deliberate, multi-threaded stakeholder maps across your portfolio — engaging champions, influencers, and senior stakeholders (Director level and above) across functions. n Ensure no account in your portfolio is single-threaded — if your primary contact left tomorrow, you would have a relationship to stand on. n Develop senior relationships that go beyond product engagement — understanding the customer’s strategic direction, pipeline, and organisational priorities. n Help customer champions build the internal case for GlobalData, so that renewal advocacy comes from within the account, not just from your own outreach. n Co-lead on structured business reviews that position GlobalData as a strategic partner and create visible, senior-level value alignment.nn Customer Health & Risk Managementnn Maintain a proactive, multi-signal health view across your portfolio — going beyond platform usage to monitor organisational changes, engagement quality, champion risk, and commercial signals. n Identify and escalate at-risk accounts early, with enough commercial context for AM and leadership to make informed decisions. n Develop and execute risk mitigation plans for struggling accounts — diagnosis first, intervention second. n Model strong portfolio discipline: prioritise by commercial risk and value, maintain current records in Planhat and Salesforce, and ensure nothing falls through the cracks.nn Team Contribution & Developmentnn Act as a senior reference point within the Mid-Market CSE team — sharing playbooks, contributing to team sessions, and being the person junior Customer Success Executives turn to for guidance. n Mentor and coach CSEs on account management, stakeholder engagement, commercial awareness, and difficult customer conversations. n Contribute to the development and improvement of the Mid-Market CS operating model — proposing and testing new approaches, not just executing existing ones. n Represent the Mid-Market CS team in cross-functional forums — with AM leadership, Product, and Content — as a credible, informed voice.nn WHAT WE’RE LOOKING FORn Essentialnn Demonstrable experience in a customer success role managing a portfolio of B2B accounts, ideally in a SaaS, data, or intelligence business. n Track record of driving adoption and retention outcomes across a mid-market or SMB account portfolio. n Experience building multi-threaded stakeholder relationships including engagement at Director level. n Strong commercial awareness — understands the link between CS activity and ARR outcomes, and acts accordingly. n Experience designing and delivering use-case based training tailored to specific customer workflows and objectives. n Evidence of contributing to team capability — mentoring, playbook development, or process improvement.nn Desirablenn Experience in pharma, life sciences, or healthcare intelligence. n Familiarity with CS tools such as Planhat, Salesforce, or Gainsight. n Experience running formal business reviews (QBRs, EBRs) with Director-level stakeholders. n Prior experience in a senior IC role within a CS team undergoing transformation or scale-up.nn#LI-HYBRID #LI-CG1…