🕒 yesterday
Leads the post-sale experience for strategic enterprise customers, owning retention, adoption, and expansion while building the Customer Success team, operating model, and scalable customer playbooks.
Head of Customer Success and Implementation Delivery - Veeva Ostro
🕒 14 days ago
Customer Success StrategyEnterprise Account ManagementCustomer RetentionProduct Adoption
📜 Description
- Develop customer success strategy focused on customer outcomes, retention, and long-term value.
- Own portfolio retention and support renewals, cross-sell, upsell, and account growth.
- Lead strategic account planning, executive engagement, and governance with Sales.
- Accelerate product adoption, implementation, time-to-value, and customer ROI.
- Use customer data and performance metrics to assess health, identify risks, and improve engagement.
- Build and scale customer success teams, operating models, processes, and AI-enabled workflows.
🛠️ Requirements
- 15+ years of progressive experience in client services, account management, customer success, or related client-facing leadership roles, with a track record of managing complex client relationships and driving business growth
- 7+ years of experience leading client services, account management, or customer-facing teams, including developing talent, scaling operations, and delivering measurable client and business outcomes
- Demonstrated experience managing complex enterprise accounts and building trusted relationships with C-suite executives and senior stakeholders
- Experience in healthcare, life sciences, pharmaceuticals, biotechnology, medical technology, or other regulated industries
- Proven track record of driving customer adoption across the product portfolio
- Strong commercial and financial acumen, including account growth strategy, revenue forecasting, customer lifetime value, and return on investment
- Experience building and implementing scalable Customer Success strategies, operating models, processes, and governance frameworks
- Demonstrated ability to use customer data, analytics, and performance metrics to assess customer health, identify risks, and drive business outcomes
- Experience partnering cross-functionally with Sales, Product, and Marketing to achieve customer and company objectives
- Proven ability to lead organizational change, improve operational effectiveness, and drive continuous improvement
✨ Benefits
- Medical
- Dental
- Vision
- Basic life insurance
- Flexible PTO and company paid holidays
- Retirement programs
- 1% charitable giving program
Full job description
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
Ostro is a conversational AI platform for life sciences. We joined Veeva in early 2026 and serve a majority of the world's largest biopharma companies.
As Head of Customer Success and Implementation Delivery, you will lead our customer success and services team and be part of Veeva Ostro's leadership team. You will help customers successfully implement our products, get results, and keep current with best
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
#LI-RemoteUS
#LI-MidSenior
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at talent_accommodations@veeva.com.
What You'll Do
Requirements
Interviewing with Veeva
We value your time and believe in a transparent hiring process. Here is the process you can expect.
- A conversation with the hiring manager
- A personality assessment
- A practical case exercise
- A final conversation with our group's Senior Leader
Perks & Benefits
Compensation
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