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

Senior Customer Success Executive

United States, New York City 80000.00 GBP / Year · Job Posted May 29, 2026
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Job Responsibility

  • Manage a portfolio of mid-market pharma accounts from onboarding through pre-renewal, owning adoption and account health
  • Develop and execute account-specific adoption plans to drive sustained platform engagement
  • Identify adoption gaps and expand usage through new use cases, users, and workflows
  • Build and leverage internal champions to increase engagement and reduce reliance on single contacts
  • Deliver tailored, use-case-driven training aligned to customers' therapeutic and business priorities
  • Maintain a clear commercial lens across your portfolio — understand each account's ARR, renewal timeline, budget cycle, and strategic importance
  • Build the renewal case from day one: document value delivered, track adoption milestones, and ensure the customer has a clear ROI narrative before the commercial window opens
  • Brief your AM on account health, risk signals, and expansion opportunities with the depth and specificity they need to act - not just status updates
  • Identify expansion signals proactively - new teams, new therapeutic areas, new decision-makers entering the account - and ensure your AM can convert them
  • Support at-risk renewal situations by designing and executing intervention plans alongside your AM
  • Build and maintain deliberate, multi-threaded stakeholder maps across your portfolio - engaging champions, influencers, and senior stakeholders (Director level and above) across functions
  • Ensure no account in your portfolio is single-threaded - if your primary contact left tomorrow, you would have a relationship to stand on
  • Develop senior relationships that go beyond product engagement - understanding the customer's strategic direction, pipeline, and organisational priorities
  • Help customer champions build the internal case for GlobalData, so that renewal advocacy comes from within the account, not just from your own outreach
  • Co-lead on structured business reviews that position GlobalData as a strategic partner and create visible, senior-level value alignment
  • Maintain a proactive, multi-signal health view across your portfolio - going beyond platform usage to monitor organisational changes, engagement quality, champion risk, and commercial signals
  • Identify and escalate at-risk accounts early, with enough commercial context for AM and leadership to make informed decisions
  • Develop and execute risk mitigation plans for struggling accounts — diagnosis first, intervention second
  • Model strong portfolio discipline: prioritise by commercial risk and value, maintain current records in Planhat and Salesforce, and ensure nothing falls through the cracks
  • Act as a senior reference point within the Mid-Market CSE team - sharing playbooks, contributing to team sessions, and being the person junior Customer Success Executives turn to for guidance
  • Mentor and coach CSEs on account management, stakeholder engagement, commercial awareness, and difficult customer conversations
  • Contribute to the development and improvement of the Mid-Market CS operating model - proposing and testing new approaches, not just executing existing ones
  • Represent the Mid-Market CS team in cross-functional forums - with AM leadership, Product, and Content - as a credible, informed voice

Requirements

  • Demonstrable experience in a customer success role managing a portfolio of B2B accounts, ideally in a SaaS, data, or intelligence business
  • Track record of driving adoption and retention outcomes across a mid-market or SMB account portfolio
  • Experience building multi-threaded stakeholder relationships including engagement at Director level
  • Strong commercial awareness — understands the link between CS activity and ARR outcomes, and acts accordingly
  • Experience designing and delivering use-case based training tailored to specific customer workflows and objectives
  • Evidence of contributing to team capability — mentoring, playbook development, or process improvement

Nice to have

  • Experience in pharma, life sciences, or healthcare intelligence
  • Familiarity with CS tools such as Planhat, Salesforce, or Gainsight
  • Experience running formal business reviews (QBRs, EBRs) with Director-level stakeholders
  • Prior experience in a senior IC role within a CS team undergoing transformation or scale-up
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