Principal Customer Success Manager - Ostro

Massachusetts - BostonRemoteFull-Timelead

OtherClient SuccessPrincipal Customer Success Manager

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Overview

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster.

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OtherClient SuccessPrincipal Customer Success Manager

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.

At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

Ostro, a business within Veeva, is the premier brand engagement platform for the life sciences industry. We are looking for a Client Services expert to own key client relationships and drive innovative strategies that maximize ROI. In this role, you will champion our clients' commercial goals internally, collaborate across teams, and help shape the future of healthcare engagement.

Serve as the strategic advisor for a portfolio of enterprise pharmaceutical clients

Build executive relationships that drive client satisfaction, retention, renewals, and growth

Develop client strategies that maximize platform adoption and commercial outcomes

Translate analytics and campaign performance into actionable business recommendations

Partner cross-functionally to deliver exceptional client experiences and flawless execution

Champion customer needs internally and influence the Ostro product roadmap

Identify and lead opportunities for account expansion while managing complex projects, budgets, and timelines

7+ years of digital marketing strategy, client services, or account management experience within a pharmaceutical, healthcare, or life sciences agency

Proven success managing enterprise client relationships and growing strategic accounts

Deep understanding of omnichannel digital marketing, including web, social, and digital engagement

Expertise partnering with Medical, Legal, and Regulatory (MLR) review processes and FDA promotional guidelines

Experience supporting pharmaceutical product launches and promotional communications, including Veeva Vault PromoMats submissions

Strong analytical skills with the ability to translate performance data into strategic recommendations

Experience partnering with cross-functional teams to deliver complex client programs

Excellent communication, presentation, and stakeholder management skills

Willingness to travel to client sites approximately once per quarter or as needed

Must have experience launching HCP and patient websites

Must have deep pharma knowledge

Must have worked either at an agency or in house pharma previously

Experience with Veeva Commercial Cloud products, including Vault CRM.

Experience across multiple therapeutic areas, such as oncology, immunology, or rare disease.

We value your time and believe in a transparent hiring process. Here is the process you can expect.

Follow the application process and submit your resume.

Within 3 days, you will receive a link to a personality assessment administered by a third party.

Once you complete the assessment, our team will review your full application package and follow up via email with our decision.

If moving to the interview stage, the process is as follows:

A conversation with the hiring manager
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: $115,000 - $175,000

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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Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at talent_accommodations@veeva.com.