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Global Head of Mid-Market Customer Success

United States, New York City Employment contract 130000.00 - 150000.00 GBP / Year · Job Posted May 04, 2026
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Job Description

The Global Head of Mid-Market Customer Success leads one of GlobalData Healthcare's largest and most commercially significant customer segments — a portfolio of several hundred accounts spanning pharma, biotech, CRO, and supplier clients with ARR typically in the £25K–£150K range. This is a senior leadership role with full ownership of the mid-market CS function globally. You will lead a geographically dispersed team of Customer Success executives across US and Europe, responsible for driving segment-level retention, NPS improvement, and expansion. You will play a central role in the Customer Experience transformation, building a world-class, data-driven mid-market CS motion from the ground up.

Job Responsibility

  • Lead
  • coach
  • and develop a global team of mid-market CSMs
  • setting clear performance expectations
  • KPIs
  • and development pathways
  • Run regular 1:1s
  • team calls
  • and performance reviews
  • create a culture of accountability
  • curiosity
  • and customer advocacy
  • Manage headcount planning
  • hiring
  • and onboarding for the mid-market CS function in partnership with HR
  • Manage the CS incentive and bonus framework for the mid-market team
  • linking outcomes to VRR
  • and LOR performance
  • Own mid-market VRR and Health score targets globally
  • with accountability for the full renewal forecast for the segment
  • Define and continuously improve the mid-market CS operating model: segmentation approach
  • coverage model
  • engagement playbooks
  • and escalation paths
  • Drive the commercial strategy for the segment
  • identifying upsell and cross-sell opportunities
  • working with Account Management on expansion plays
  • Lead re-onboarding initiatives for mid-market at-risk accounts
  • Ensure consistent
  • high-quality CRM hygiene (Planhat
  • Salesforce) across the team
  • Build and maintain reporting packs for the Head of Customer Success
  • Commercial director and CRO covering renewal forecasts
  • churn analysis
  • and VoC insights
  • Work with the Gong and analytics capability to develop call quality and conversation intelligence standards for the mid-market team
  • Partner with Inside Sales leadership on handoff
  • onboarding
  • and 1st-year retention for newly acquired mid-market logos
  • Work closely with Commercial director for mid-market
  • Act as the primary escalation point for mid-market accounts and ensure resolution pathways are clear and fast
  • Partner with Product
  • Analytics
  • and Marketing to close the loop on customer feedback
  • represent mid-market customer voice at senior forums
  • Collaborate with the Strategic Accounts Lead and 1st Year Onboarding Lead to ensure seamless tier transitions

Requirements

  • 8+ years in Customer Success or commercial client management
  • at least 3 years leading a CS team of 5+ people globally
  • Demonstrated experience owning and improving segment-level retention (VRR/GRR) and expansion (NRR) metrics in a B2B SaaS or data/intelligence business
  • Strong people leadership credentials
  • evidence of building high-performing teams
  • managing through change
  • and developing talent
  • Experience operating in a PE-backed or high-growth commercial environment with aggressive targets and fast iteration cycles
  • Comfortable with data and analytics
  • able to build renewal forecasts
  • analyze churn drivers
  • and present to C-suite
  • Background in healthcare data
  • life sciences
  • pharma intelligence
  • or adjacent industry vertical
  • Familiarity with CS tooling (Planhat
  • Gainsight
  • ChurnZero) and CRM platforms (Salesforce)
  • Experience designing or running CS compensation and incentive schemes

Nice to have

  • Background in healthcare data
  • life sciences
  • pharma intelligence
  • or adjacent industry vertical
  • Familiarity with CS tooling (Planhat
  • Gainsight
  • ChurnZero) and CRM platforms (Salesforce)
  • Experience designing or running CS compensation and incentive schemes
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