Senior Customer Success Manager - Ostro

Job description

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](https://medium.com/@peter.gassner/public-benefit-corporation-pbc-486e1e9508a6) (PBC), legally bound to balancing the interests of customers, employees, society, and investors. As a [Work Anywhere](https://careers.veeva.com/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](https://www.youtube.com/watch?v=TaPSP8cCSKY&ab_channel=Forbes), committed to making a positive impact on its customers, employees, and communities. ### The Role Ostro, a business within Veeva, is redefining how life sciences companies engage healthcare professionals and patients through AI-powered experiences. We partner with the world's leading pharmaceutical companies to deliver personalized, data-driven engagement that improves commercial outcomes and helps patients access the information they need. We're looking for a strategic Client Partner who thrives on building executive relationships, solving complex business challenges, and delivering measurable impact. This isn't a traditional account management role—you'll serve as a trusted advisor to enterprise clients, influence product innovation, and play a key role in growing some of the industry's most important customer partnerships. If you're excited by the opportunity to work at the intersection of AI, healthcare, and digital innovation, we'd love to hear from you. ### What You'll Do - Build trusted relationships with enterprise pharmaceutical clients, becoming a strategic advisor to key commercial stakeholders - Understand each client's business objectives and develop strategies that maximize adoption, engagement, and long-term success - Partner across Product, Engineering, Creative, and Commercial teams to deliver exceptional client experiences - Turn campaign performance, analytics, and market insights into clear, actionable recommendations that drive business results - Advocate for customer needs and influence the future direction of the Ostro platform - Lead complex initiatives across multiple stakeholders while managing priorities, budgets, and timelines - Identify opportunities to expand partnerships and help clients realize even greater value from Ostro ### Requirements - 4+ years of experience in digital marketing strategy, client services, or account management within a healthcare, pharmaceutical, or life sciences agency - A track record of building trusted client relationships and managing complex enterprise accounts - Experience developing digital strategies across websites, social, display, or other omnichannel marketing programs - Experience supporting pharmaceutical product launches and promotional review, including Veeva Vault PromoMats - Strong analytical skills with the ability to translate campaign performance into strategic business recommendations - Experience collaborating with creative, technical, and cross-functional teams to deliver successful client programs - Excellent communication and presentation skills with the ability to influence stakeholders at all levels - 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 ### Nice to Have - Experience with Veeva Commercial Cloud applications - Experience supporting multiple therapeutic areas, including oncology, immunology, or rare disease - Familiarity with Medical, Legal, and Regulatory (MLR) review processes and FDA promotional guidelines ### Interviewing with Veeva 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: 1. A conversation with the hiring manager 2. A practical case exercise 3. A final conversation with our group's Senior Leader. - Once all interviews are complete, the manager will be in touch with a final decision. ### Perks & Benefits - Medical, dental, vision, and basic life insurance - Flexible PTO and company paid holidays - Retirement programs - 1% charitable giving program ### Compensation - Base pay: $115,000 - $170,000 - 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.