Client Success Director
Clario · United States
At Clario, a part of Thermo Fisher Scientific, we develop regulated technology that helps unlock better evidence and improve patient outcomes worldwide. Our software platforms support clinical trials, diagnostics, and medical decision‑making in highly controlled regulatory environments.
As an Account Director, Client Success, you will lead designated strategic client accounts and own the overall client relationship across all Clario business units. This role is pivotal in driving client satisfaction, retention, and growth by building trusted partnerships, understanding client objectives, and ensuring seamless delivery of Clario’s products and services. You will serve as the primary strategic point of contact, collaborate closely with internal teams, and advocate for client needs to drive operational excellence, commercial outcomes, and long‑term partnerships.
What We Offer
- Competitive compensation
- Comprehensive health, dental, and vision coverage
- Retirement savings plan with company contribution
- Paid time off and company holidays
What You’ll Be Doing
- Build and maintain strong, trusted relationships with key client stakeholders, establishing appropriate governance structures for assigned accounts
- Serve as the primary strategic point of contact for designated clients across all Clario business units
- Partner with clients to understand business needs and objectives, and collaborate with Sales and Operations to develop and execute account strategies
- Act as the voice of the customer internally, ensuring expectations are aligned and managed effectively
- Support client education on Clario products and services to enable growth and maximize value
- Translate client feedback into proactive actions to improve Net Promoter Score (NPS), retention, and renewals
- Support cross‑sell and upsell opportunities by leveraging strong client relationships in partnership with Sales
- Monitor overall account health, including SLAs, KPIs, and deliverables, and proactively mitigate risks
- Ensure timely and effective issue resolution with a focus on minimizing impact to patients and service end users
- Partner with clients and internal teams to drive continuous improvement and innovative solutions
- Foster long‑term partnerships and convert key contacts into promoters of the Clario brand
- Measure success through relationship health (NPS and relationship depth), account performance, and commercial outcomes including revenue growth and profitability
What We Look For
- Bachelor’s degree or equivalent experience
- Minimum of 5 years’ experience managing complex client accounts with responsibility for commercial and service delivery performance
- Minimum of 3 years’ experience in the life sciences industry; experience in clinical data or endpoint collection services preferred
- Strong ability to work independently and drive outcomes in a matrixed, global environment
- Proven ability to communicate and collaborate at all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations
- Strong commercial acumen with a focus on client satisfaction and value realization
- Ability to manage change through clear communication and stakeholder alignment
- Strong strategic thinking and ability to develop and execute short‑ and long‑term account strategies
- Skilled in conflict management with a logical, diplomatic, and solutions‑oriented approach
- Excellent interpersonal and soft skills, including written and verbal communication, organization, adaptability, emotional intelligence, and relationship management
At Clario, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, supporting innovative technology, or collaborating with global teams, your work helps bring life‑changing therapies to patients faster.
Clario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.