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Senior Customer Success Executive
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Senior Customer Success Executive
Customer Experience - Mid-Market
Location: London Hybrid
Reporting to: Global Head of Mid-Market Customer Success Team Customer Experience — Mid-Market
Date: April 2026
Role Summary
The Senior Customer Success Executive — Mid-Market owns a portfolio of mid-market pharma accounts and is expected to operate with a higher degree of autonomy, commercial sophistication, and team contribution than a Customer Success Executive. You will drive adoption, health, and retention outcomes across your accounts, build multi-threaded relationships that extend to Director level, and act as a genuine commercial partner to your AM — surfacing risk and opportunity with the depth and clarity that enables them to act.
The Senior CSE sets the standard in the Mid-Market team. You are the reference point for how a good account should be managed, how a difficult customer conversation should be handled, and how the AM partnership should work. Beyond your own portfolio, you will contribute to developing the team — sharing playbooks, coaching junior Customer Success Executives, and helping build the operating model that makes the whole Mid-Market function more effective. You do not own commercial contracts, but you are commercially accountable: you understand what it takes to win a renewal and you engineer the conditions for it across every account you touch.
What You'll Do
Portfolio Ownership & Adoption Strategy
- Own a portfolio of mid-market pharma accounts end-to-end — from onboarding through to pre-renewal handoff — with full accountability for health and adoption outcomes.
- Design and execute account-specific adoption strategies that go beyond initial training to drive sustained, deepening platform use across teams and use cases.
- Identify adoption ceilings within accounts and develop targeted programmes to break through them — new use cases, new user cohorts, new workflows.
- Build and activate internal champions to scale your reach within accounts and reduce single-point-of-contact dependency.
- Deliver use-case based training that speaks directly to the customer's therapeutic priorities and business objectives — not a product catalogue.
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Commercial Awareness & Renewal Influence
- 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.
Stakeholder Relationships & Multi-Threading
- 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.
Customer Health & Risk Management
- 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.
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Team Contribution & Development
- 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.
Essential
WHAT WE'RE LOOKING FOR
- 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.
Desirable
- 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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