Client Success Director

Clario

Client Success Director managing strategic client accounts at Clario, driving client satisfaction and retention through strong partnerships and operational excellence.

Posted 5/9/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Build and maintain strong, trusted relationships with key client stakeholders, establishing appropriate governance structures for assigned accounts
Serve as the primary strategic point of contact for designated clients across all Clario business units
Partner with clients to understand business needs and objectives, and collaborate with Sales and Operations to develop and execute account strategies
Act as the voice of the customer internally, ensuring expectations are aligned and managed effectively
Support client education on Clario products and services to enable growth and maximize value
Translate client feedback into proactive actions to improve Net Promoter Score (NPS), retention, and renewals
Support cross‐sell and upsell opportunities by leveraging strong client relationships in partnership with Sales
Monitor overall account health, including SLAs, KPIs, and deliverables, and proactively mitigate risks
Ensure timely and effective issue resolution with a focus on minimizing impact to patients and service end users
Partner with clients and internal teams to drive continuous improvement and innovative solutions
Foster long‐term partnerships and convert key contacts into promoters of the Clario brand
Measure success through relationship health (NPS and relationship depth), account performance, and commercial outcomes including revenue growth and profitability

Requirements

What you’ll need

Bachelor’s degree or equivalent experience
Minimum of 5 years’ experience managing complex client accounts with responsibility for commercial and service delivery performance
Minimum of 3 years’ experience in the life sciences industry; experience in clinical data or endpoint collection services preferred
Strong ability to work independently and drive outcomes in a matrixed, global environment
Proven ability to communicate and collaborate at all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations
Strong commercial acumen with a focus on client satisfaction and value realization
Ability to manage change through clear communication and stakeholder alignment
Strong strategic thinking and ability to develop and execute short‐ and long‐term account strategies
Skilled in conflict management with a logical, diplomatic, and solutions‐oriented approach
Excellent interpersonal and soft skills, including written and verbal communication, organization, adaptability, emotional intelligence, and relationship management

Benefits

Comp & perks

Competitive compensation
Comprehensive health, dental, and vision coverage
Retirement savings plan with company contribution
Paid time off and company holidays

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

account managementcommercial performanceservice deliverystrategic planningchange managementconflict managementdata analysisKPI monitoringNPS improvementclient education

Soft Skills

communicationcollaborationinterpersonal skillsorganizational skillsadaptabilityemotional intelligencerelationship managementstrategic thinkingindependenceproblem-solving

Certifications

Bachelor's degree