Senior Director, Customer Success

Senior Director, Customer Success

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that's bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com Looking to jump-start your career? We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene's high-speed growth. We are purpose-driven. We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.

Must Have

About Role : The Senior Director, Customer Success will own a large & strategic portfolio of clients. Beyond ensuring adoption and satisfaction, you'll drive growth, influence strategy, and assume greater leadership over cross-functional initiatives. You'll lead major HCP marketing & brand growth collaborations, handle more complex clients or accounts, and serve as a mentor or guide for more junior CSMs.

Key Responsibilities

• Own relationships with strategic clients; understand their business strategy and help shape success plans aligned with these.
• Drive customer lifecycle end-to-end : onboarding, adoption, usage growth, renewal, expansion.
• Lead, plan and execute high-impact HCP / omnichannel marketing initiatives in collaboration with marketing, analytics, alliance partners, and external agencies, ensuring alignment to client brand strategy.
• Manager / mentor junior CSMs; guide them in deliverables, client interactions, analytics, and escalations.
• Take accountability for financial outcomes of assigned clients : renewal revenue, upsell / unlocks of additional services, margin, forecasting, and profitability.
• Conduct Executive Business Reviews with senior client leadership; present results, insights, proposed improvement plans, future roadmaps.
• Proactively identify risk to accounts (churn, dissatisfaction, underutilization), design & implement mitigation strategies.
• Collaborate heavily with internal stakeholders (product, delivery, operations, medical / regulatory / compliance) to influence product improvements / enhancements based on customer feedback.
• Drive continuous improvement in processes, best practices, tools; improve customer success methodology.
• Ensure full compliance with relevant medical, regulatory, and peer-education / HCP marketing standards.

Qualifications & Skills

Equal Opportunity

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate's merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.