The Role
The Head of Client Success will drive enterprise retention through product adoption and drive long-term customer value creation the client portfolios. If you're ready to lead transformational client success initiatives and make a lasting impact on our business and our clients, we'd love to hear from you.
- Develop and execute customer success strategy aligned with company growth objectives, customer business outcomes, retention, and long-term customer value creation
- Own customer retention and supporting sales in revenue expansion across the customer portfolio, renewals, net revenue retention, cross-sell, upsell, and overall account growth
- Lead strategic account planning and governance in partnership with Sales, establishing account plans, executive engagement models, and processes to identify and capture growth opportunities
- Drive customer adoption and time-to-value by developing success plans that accelerate implementation, product utilization, business impact, and realization of customer ROI
- Establish customer health frameworks and performance metrics to measure adoption, engagement, customer satisfaction, renewal risk, retention, expansion, and overall portfolio performance
- Use data, analytics, and experimentation to identify opportunities, evaluate program effectiveness, optimize customer engagement, and continuously improve customer success strategies
- Lead executive customer relationships by serving as a trusted advisor, executive sponsor, and escalation point for strategic accounts and complex customer challenges
- Partner cross-functionally with Sales and Product to align customer priorities with product strategy, commercial objectives, and service delivery
- Translate customer insights into business strategy by identifying emerging customer needs, market trends, adoption barriers, and opportunities for product innovation and go-to-market improvement
- Design scalable customer success operating models that balance high-touch strategic engagement with digital, programmatic, and self-service approaches to improve efficiency and customer lifetime value
- Establish operational rigor and accountability through standardized processes, success methodologies, portfolio reviews, forecasting, performance dashboards, and continuous improvement initiatives
- Lead, develop, and scale a high-performing organization by recruiting, coaching, retaining, and developing talent; establishing clear performance expectations; and building leadership succession
- Champion AI adoption and digital transformation across the customer success organization, identifying opportunities to automate administrative work, improve decision-making, and enable teams to focus on strategic customer engagement
- Communicate business performance and strategic priorities to executive leadership, presenting customer insights, retention and growth results, operational performance, risks, and recommendations
- Represent the company as a strategic partner and industry thought leader through executive engagements, customer forums, and external industry relationships
- 15+ years of progressive experience in client services, account management, customer success, or related client-facing leadership roles, with a track record of managing complex client relationships and driving business growth
- 7+ years of experience leading client services, account management, or customer-facing teams, including developing talent, scaling operations, and delivering measurable client and business outcomes
- Demonstrated experience managing complex enterprise accounts and building trusted relationships with C-suite executives and senior stakeholders
- Experience in healthcare, life sciences, pharmaceuticals, biotechnology, medical technology, or other regulated industries
- Proven track record of driving customer adoption across the product portfolio
- Strong commercial and financial acumen, including account growth strategy, revenue forecasting, customer lifetime value, and return on investment
- Experience building and implementing scalable Customer Success strategies, operating models, processes, and governance frameworks
- Demonstrated ability to use customer data, analytics, and performance metrics to assess customer health, identify risks, and drive business outcomes
- Experience partnering cross-functionally with Sales, Product, and Marketing to achieve customer and company objectives
- Proven ability to lead organizational change, improve operational effectiveness, and drive continuous improvement
- Exceptional executive communication, negotiation, influencing, and relationship management skills
- Demonstrated ability to recruit, coach, develop, and retain high-performing teams while establishing a culture of accountability and continuous learning
- Bachelor's degree or equivalent relevant professional experience
- Proven track record of driving customer retention, renewals, revenue expansion, and net revenue retention across enterprise customer portfolios
- Experience building and scaling digital, tech-touch, or programmatic Customer Success models that serve large customer populations efficiently
- Experience implementing AI-powered customer engagement, agentic workflows, and automation to improve customer outcomes and team productivity
- Experience designing customer lifecycle programs, including digital onboarding, adoption campaigns, lifecycle communications, and self-service experiences
- Familiarity with experimentation frameworks, behavioral analytics, leading indicators, and data-driven optimization of customer engagement programs
- Experience in enterprise SaaS, cloud software, CRM, data platforms, or other technology-enabled business solutions
- Experience translating customer insights and market trends into product strategy, roadmap priorities, and go-to-market initiatives
- Experience developing customer health scoring, predictive retention models, adoption metrics, and portfolio performance dashboards
- Experience managing global or geographically distributed customer success teams and enterprise customer portfolios
- Experience establishing executive customer advisory programs, strategic partnerships, and industry thought leadership
- Master's degree in business, technology, or a related discipline
- Follow the application process and submit your resume.
- If moving to the interview stage, our process is as follows:
- A conversation with the hiring manager
- A personality assessment
- A practical case exercise
- A final conversation with our group's Senior Leader
- Once all interviews are complete, the manager will be in touch with a final decision.
- Medical, dental, vision, and basic life insurance
- Flexible PTO and company paid holidays
- Retirement programs
- 1% charitable giving program
- Base pay: $200,000 - $270,000
- The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
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Work Where It’s Best for You
Work Anywhere means you can work in an office or at home on any given day. It’s about getting the work done in the way and place that works best for each person. This applies across all locations and departments.
Work Anywhere does not mean work at any time. We have predictable core hours where employees are generally available for meetings and collaboration. Employees are focused and available during core hours.
We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace. Our offices function as hubs to draw people in, create social bonds, and where random connections and mixing of ideas happen. We’re investing more in offices, culture, and offsite meetings, not less.
Product teams are organized in regional product hubs for optimal collaboration and live within a time zone of their hub. Our current product hubs are located in Pleasanton, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.
Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.
When an employee moves within a country it does not cause a change in salary. Where you live impacts you and your family. Not knowing if your compensation will change if you move can cause stress and uncertainty for everyone. We wanted to eliminate that.
Work at Veeva. Work where it’s best for you.
A different kind of company. A Public Benefit Corporation.
Unlike a traditional corporation, whose only legal duty is to maximize shareholder value, PBCs consider their public benefit purpose and the interests of those materially affected by the corporation’s conduct—including customers, employees, and the community—in addition to shareholders’ interests.
What sets us apart
In February 2021, Veeva became the first public company to convert to a Public Benefit Corporation (PBC).
Unlike a traditional corporation, whose only legal duty is to maximize shareholder value, PBCs consider their public benefit purpose and the interests of those materially affected by the corporation’s conduct—including customers, employees, and the community—in addition to shareholders’ interests.
Veeva’s public benefit purpose is to help make the industries we serve more productive and create high-quality employment opportunities.
Work Anywhere means you can work in an office or at home on any given day. It’s about getting the work done in the way and place that works best for you.
We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace.
Product teams are organized in regional product excellence hubs for optimal collaboration and live within a time zone of their hub. Our current product hubs are located in Pleasanton, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.
Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.
At Veeva, we believe in giving back. Veeva’s support for charitable causes is entirely employee driven because we think giving is personal and should be directed by the individual. With our 1% Veeva Giving program, each employee receives an amount equivalent to 1% of their base salary annually to support the non-profit(s) of their choice. We don’t dictate favored corporate causes or ask employees to donate to specific non-profits. We never support a charitable cause in exchange for commercial advantage or preferential treatment.
Veeva’s core values — do the right thing, customer success, employee success, and speed — guide our decision making and define our culture. Doing the right thing means that we are concerned about more than just financial success and return to shareholders. We recognize a responsibility to customers, employees, environment, and society.As individuals, we pride ourselves on being good people who are honest, fair, and direct. We treat others with respect. As a company, we strive to be a good corporate citizen, a positive force in the business community, active in our communities, and an example to others.
Our equity program is designed to enable the vast majority of our employees to participate. Our unique approach to awarding equity grants allows our employees to be shareholders so they can benefit financially in the company’s growth.
Veeva has taken a strong stance against the use of non-compete agreements that can limit employee opportunities. We do not require our employees to sign non-compete agreements, and we have taken legal action to fight the unfair use of these agreements by other companies because we believe such agreements limit an employee’s fundamental right to work where they choose. We believe in our people and want them to be successful here at Veeva or wherever their careers take them.
News and recognition
Grow, contribute and be recognized
“Veeva’s engineering teams take a pragmatic approach to software development. We offer an ideal environment for engineers who value focus, speed and integrity in their work.”
—Jacob Marcus
VP, Engineering
“I appreciate that Veeva values autonomy over alignment. As a result, we get to make decisions as a small team and ship products faster.”
—Shilpa Chandermohan
Software Engineer
“As a software engineer at Veeva, I’m proud to be doing meaningful work building clinical trial software that will benefit so many people.”
—Durward Denham
Software Engineer