Director, Customer Success Pharmaceuticals

About The Vumedi:

Vumedi is the leading video education platform for doctors with over 65,000 videos on the most breakthrough medical information, created by nationally recognized KOLs and academic partners.

We are seeking a Director, Customer Success to join our rapidly growing team as we support leading manufacturers who are educating physicians to help improve patient care.

About The Role:

The Director of Customer Success is responsible for leading and developing a high-performing team of customer success managers (CSMs), ensuring engagement, growth, and alignment with Vumedi's strategic business goals. This role will drive customer success, retention and expansion through effective management, performance tracking, and cross-functional collaboration. The Director will focus on enhancing customer experiences, ensuring customers realize maximum value from their investment, and supporting consistency and excellence in program delivery to meet key business objectives.

This role requires a strategic mindset with an operational focus to drive excellence in customer experience, satisfaction, and loyalty. The ideal candidate will have experience in leadership, a passion for developing talent, and a commitment to delivering results that align with Vumedi's mission and customer-centric approach.

Why Work at Vumedi:

• Career changing opportunity to help build a healthcare start-up with an exponentially growing viewership
• Make a direct impact on company growth
• Be a part of a company that is beloved by doctors and improves patient care every day
  
  

What You'll Do:

• Team Leadership & Development:
• Manage and mentor a team of CSMs to drive engagement and professional growth.
• Establish and monitor individual and team performance metrics.
• Develop strategies for continuous training, skill-building, and career progression for team members.
• Foster a positive team culture focused on customer-first principles and results-driven performance.
• Customer Success Program Oversight:
• Track, measure, and report on key performance metrics related to program delivery, customer health, and overall business impact.
• Build meaningful relationships with customers and key stakeholders by learning about their business, understanding their goals and making impactful recommendations.
• Establish processes to improve customer understanding of Vumedi's unique value proposition as a digital peer to peer learning platform for physicians and enhance customer loyalty.
• Cross-Functional Collaboration:
• Partner with Sales, Solutions, and other teams to align on customer needs, identify opportunities, and deliver cohesive customer experiences.
• Act as the voice of the customer in strategic discussions, helping prioritize initiatives that drive customer satisfaction and ensure programs exceed customer expectations for program performance.
  

About You:

• You are a strategic thinker who can lead both people and projects, navigating complex customer needs while driving toward business objectives.
• You possess excellent leadership skills and a passion for mentoring and developing talent, creating an environment that fosters growth and accountability.
• You thrive in a fast-paced, dynamic environment and bring a proactive, customer-centric approach to problem-solving and relationship-building.
• You are data-driven, with a strong understanding of key metrics and an ability to translate them into actionable insights.
• You are highly collaborative, able to work seamlessly across departments, and drive cross-functional initiatives that enhance the customer experience.
  
  

Qualifications:

• 10+ years customer success or account management experience
• 5+ years of management experience with multiple direct reports and proven ability to manage, coach, and develop a high-performing team
• Experience in the pharmaceutical industry and/or digital marketing is preferred
• Strong analytical skills with experience in tracking KPIs and using data to make strategic decisions
• Excellent interpersonal and communication skills, with an ability to influence at all organizational levels
• Strong project management skills, with a track record of successful project delivery and process improvement
• Experience working in a high-growth, performance and deadline-driven environment
• Willingness to travel to customer locations as needed
  
  

Additional Desirable Experience:

• Experience working for a growing small-mid sized company
• Experience in the healthcare industry and/or pharmaceutical advertising
• Experience with Tableau, Jira, Workfront, Salesforce or other similar CRM tools
• Project and/or Campaign management experience
• This is a hybrid role, with three days a week (M/W/F) in our Minneapolis (St. Louis park) office.