Job Description
The Customer Success Lead is accountable for establishing and scaling a consistent Customer Success capability across the HSS Business Unit, ensuring post‑go‑live value realisation, adoption, and renewal risk management across RBUs.
This role partners with Delivery Leads, Support, GTM Practices, and Product to create a closed‑loop operating model from implementation to outcomes, using structured health metrics and proactive engagement to improve client experience, reduce escalations, and protect renewal and expansion potential.
Key Responsibilities
Customer Success Operating Model
• Define the global Customer Success model for HSS (roles, playbooks, engagement cadence, health scoring, QBR approach).
• Clarify handoffs from Delivery to Customer Success and from Support into Customer Success for proactive risk management.
• Set standards for post‑go‑live value tracking, adoption programs, and renewal governance.
Client Outcomes & Retention
• Own customer health frameworks and leading indicators of risk (usage/adoption, open issues, value milestones, stakeholder engagement).
• Drive structured renewal readiness and executive sponsor engagement in partnership with RBUs and Practices.
• Coordinate remediation plans for at‑risk accounts with Delivery and Support leaders.
Feedback Loops into Product & Delivery
• Create structured feedback loops into Product and Delivery (feature gaps, workflow pain points, recurring adoption barriers).
• Partner with Support to ensure knowledge and problem management insights inform Customer Success actions.
• Ensure GTM and Practices have visibility into client outcomes to improve pipeline quality and expansion strategy.
Capability Building & Enablement
• Build and develop Customer Success leaders across RBUs; define training and enablement.
• Standardise customer communication templates, success plans, and governance formats.
• Drive a customer-centric culture focused on measurable outcomes and proactive management.
Experience & Qualifications
• Bachelor’s degree required; advanced degree preferred.
• 8+ years in Customer Success, account management, service delivery, or consulting roles with strong client-facing leadership.
• Proven experience establishing customer success frameworks (health scoring, value realisation, renewal governance).
• Strong stakeholder management and ability to operate across Delivery, Support, GTM, and Product organisations.
• Data-driven approach to measuring outcomes and operationalising customer feedback.
Preferred Experience
• Experience in healthcare/provider technology solutions or life sciences services.
• Experience managing enterprise, multi-country client relationships.
• Familiarity with delivery-to-operations transitions and support escalation dynamics.
What Success Looks Like in This Role
• Improved adoption and value realisation post‑go‑live; reduced renewal and escalation risk.
• Earlier identification and mitigation of at‑risk accounts through structured health management.
• Stronger closed‑loop feedback into Product and Delivery; fewer recurring issues and smoother expansions.
• More consistent customer experience across RBUs with clearer ownership of outcomes.
IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com.
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes. Likewise, as part of this culture, IQVIA is committed to ensuring effective equality between women and men, integrating it as a strategic principle in its corporate and human resources policies.