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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Software Development

Associate Principal, Customer Success

United Kingdom, London · Job Posted June 15, 2026
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Job Description

GlobalData Healthcare operates an intelligence platform that empowers leaders to act decisively in a world of complexity and change. By uniting proprietary data, human expertise, and purpose-built AI into a single, connected platform, we help organizations see what’s coming, move faster, and lead with confidence. Our solutions are used by over 5,000 organizations across the world’s largest industries, delivering tailored intelligence that supports strategic planning, innovation, risk management, and sustainable growth.

Job Responsibility

  • Own the most strategic Majors relationships — act as the senior point of contact and trusted advisor to C-suite and senior decision-makers across a concentrated portfolio of high-ARR accounts
  • Build and execute strategic account plans — develop multi-year value and growth roadmaps for each named account, mapping stakeholders, use cases, risks, and white-space opportunity
  • Protect and grow ARR — own renewal and retention outcomes for the Majors book, driving Value Retention Rate (VRR) and Volume Renewal Rate while partnering with Account Management on upsell and cross-sell
  • De-risk renewals early — identify at-risk accounts through leading indicators (usage, sentiment, LOR), and lead structured re-onboarding and save interventions well ahead of the renewal window
  • Drive the full lifecycle — Sign → Onboard → Embed → Renew — ensuring every Majors account reaches deep, sticky adoption within the first 90 days and sustains it thereafter
  • Embed measurable value — connect GlobalData’s intelligence to client workflows and business outcomes, and capture proof of value through Likelihood-to-Renew (LOR) scoring and documented impact
  • Lead the Majors CS pod — coach, mentor, and set quality standards for Senior Customer Success Executives, modelling best-practice account leadership
  • Partner cross-functionally — work closely with Sales, Account Management, Product, and Analyst teams to resolve escalations and channel client needs into the business
  • Maintain a single source of truth — keep account health, risk, and activity current in Planhat and Salesforce, ensuring accurate forecasting of renewals
  • Surface intelligence — analyse usage and conversation data (e.g. via Gong) to identify churn drivers, expansion signals, and competitive/AI-displacement threats, feeding insight back to leadership

Requirements

  • Substantial experience (typically 7+ years) in Customer Success, Account Management, or strategic client management within a B2B data, intelligence, analytics, SaaS, or professional-services environment
  • A demonstrable track record of owning and growing high-value enterprise relationships and personally carrying retention/renewal accountability
  • Domain knowledge of the pharmaceutical, biotech, medical device, or wider life sciences sector
  • Experience managing C-suite and senior stakeholder relationships in complex, multi-stakeholder organisations
  • Commercial acumen — confident discussing value, ROI, and renewal commercials, and partnering with Sales on expansion
  • Experience coaching or leading other CS / account professionals, formally or informally

Nice to have

  • Familiarity with Customer Success tooling (Planhat or similar), Salesforce, and conversation-intelligence platforms (e.g. Gong)
  • Exposure to renewals operations, health-scoring frameworks, or CS transformation / operating-model design

What we offer

  • health
  • finances
  • fitness
  • travel
  • tech
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