Head of Majors, Customer Success Job at 360 Resourcing Solutions (London)

Job Responsibility

Own renewal rate targets across the Majors portfolio, with full accountability for the renewal pipeline and at-risk book
Partner with Sales and Commercial Operations to identify and convert white-space expansion opportunities across our healthcare product suite
Lead executive-level account planning, QBRs and steering committees with C-suite and senior R&D, commercial and CI stakeholders inside global pharma
Lead, coach and develop a team of Senior CSMs and CSMs covering Top 75 and other strategic accounts
raise the bar on pharma domain expertise and consultative engagement
Embed the CS competency framework, leaderboard and bonus model (VRR, Volume Renewal Rate and LOR-based) across the Majors team to drive performance and accountability
Define and deliver a best-in-class customer journey for the Majors segment, from onboarding through value realisation, advocacy and renewal
Lead execution of strategic programmes including re-onboarding sprints, churn defence and Voice of Customer initiatives within the Majors book
Act as the senior voice of the Majors customer inside GlobalData Healthcare, feeding insight into Product, Analyst, Marketing and Consulting leadership
Partner with the Head of Global CS to shape the 2–3 year CS vision in the context of AI disruption in pharma intelligence
Operate to a high standard of CS hygiene across Planhat, Salesforce, Gong and Highspot to ensure account health, risk signals and engagement data are accurate and actionable
Use data and analytics to forecast renewals, prioritise interventions and report performance with clarity and credibility at board level

Requirements

Experience in pharmaceutical, life sciences, medical devices industry
Significant senior leadership experience in Customer Success, Account Management or Strategic Accounts within a B2B SaaS, data, analytics or consulting business serving the pharmaceutical industry
Domain knowledge of the global pharma sector — including R&D, clinical development, commercial strategy, market access and competitive intelligence — with credibility in front of senior pharma stakeholders
Demonstrable track record of owning multi-million-pound/dollar ARR portfolios, delivering against NRR, GRR and churn targets in complex, multi-stakeholder enterprise accounts
Proven success leading, scaling and developing CS teams, including hiring, performance management and embedding competency and incentive frameworks
Strong commercial acumen with the ability to translate client outcomes into renewal and expansion revenue, and to build board-ready narratives supported by data
Excellent executive communication skills, comfortable presenting to and influencing C-suite stakeholders both internally and across global pharma clients
Experience operating within or leading transformation programmes (target operating models, segmentation redesign, churn programmes, customer journey redesign)
Right to work in the UK and ability to work from our London office on a hybrid basis

Nice to have

Exposure to AI-driven product evolution and its implications for CS operating models in information services
Network across global top-25 pharma, biotech and CRO organisations

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Head of Majors, Customer Success

Job Responsibility

Requirements

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