Client Success Director-Life Sciences

IMO Health is a clinical data intelligence business improving how data is used across the healthcare landscape. Combining rich, highly nuanced medical terminology, extensive domain knowledge, and artificial intelligence (AI), we expertly structure and operationalize clinical data to generate sharper insights and inform more intelligent decision-making.    

As a Client Success Director for Life Sciences, you’ll partner with pharma, biotech, device, and research clients to unlock the full potential of IMO Health’s data normalization, NLP, and trial enablement solutions — advancing real-world evidence generation and accelerating clinical development. You’ll build trusted relationships, drive adoption, and deliver measurable outcomes that enhance research quality, streamline study execution, and support regulatory and commercial success

For all IMO Health positions, if you live in the Greater Chicagoland Area, Houston, TX, or Roseville, CA, you’ll be expected to work from any IMO Health office 2 days per week. 

Impact You'll Make:

• You’ll ensure high levels of client satisfaction and loyalty, leading to increased retention and reduced churn. 
• You’ll drive the effective adoption and utilization of solutions to maximize client value and achieve measurable outcomes. 
• You’ll identify opportunities for upselling and cross-selling, contributing to revenue growth and expanding client relationships.  

What You'll Learn:

• You'll learn to deeply understand clients' business models and challenges, enabling you to deliver tailored solutions that drive long-term success. 
• You'll develop the ability to influence and guide both clients and internal teams toward achieving shared goals and driving solution adoption. 

What You'll Do:

• Maintain successful customer relationships by understanding client’s business models, challenges and how IMO Health products deliver value and improve outcomes.  
• Intimately understand assigned client licensure vs. adoption (what’s been implemented) vs. utilization (organizational impact) and articulate client value to improvements in both categories.  
• Participate in product training and be able to clearly articulate functionality, delivery and use cases for products in our life sciences segment.  
• Increase customer loyalty, reduce churn, and maximize customer lifetime value, driving long-term success. 
• Ensure that customer feedback is systematically collected, analyzed, and addressed, maintaining high levels of customer satisfaction and engagement. 
• Act as the primary contact for resolving complex or critical customer issues, ensuring timely and effective solutions to maintain strong relationships. 
• Identify opportunities to align with internal teams and management strategically to drive customer success initiatives and enable future growth.  
• Use customer data and feedback to identify risks, opportunities, and trends, making informed, data-driven decisions to enhance customer outcomes. 
• Collaborate with sales, product, and marketing teams to ensure customers have a consistent and positive experience at all touchpoints. 
• Remain current with life sciences market trends and innovations to determine impact to current state and future growth.

What You'll Need:

• Minimum of 7 years in client success, account management, or a related role, ideally within the technology sector serving life sciences organizations. 
• Understanding of life sciences organizations, and the ability to navigate complex corporate structures, functions, and roles across the research, development, and commercialization value chain.
• Demonstrated ability to serve as a strategic advisor, effectively guiding clients through intricate solutions and showcasing their value. 
• Exceptional verbal and written communication abilities, capable of conducting polished presentations and meetings with executive-level audiences, both remotely and in-person. 
• Highly flexible and self-motivated, with an entrepreneurial mindset that thrives in dynamic environments.  
• Strong analytical skills to assess and address customer challenges, offering effective and innovative solutions.    
• Proficient in Salesforce CRM and the MS Office Suite, with the ability to leverage these tools to drive client success. 

Compensation at IMO Health is determined by job level, role requirements, and each candidate’s experience, skills, and location. The listed base pay represents the target for new hires with individual compensation varying accordingly. These figures exclude potential bonuses, equity, or sales incentives, which may also be part of the total compensation package. Our recruiter will provide additional details during the hiring process.

IMO Health also offers a comprehensive benefits package. To learn more, please visit IMO Health's Careers Page.