Customer Success Director

May 6, 2025

About This Role

As the Customer Success Director at Innovative Supply Solutions, you will be a vital member of the ISS Leadership Team and a strategic driver of client satisfaction, retention, and growth. Reporting directly to the CEO, you will lead our customer success initiatives, serving as a clinical supplies subject matter expert and trusted partner to our clients. This role includes oversight of customer onboarding, service delivery, product adoption, and strategic relationship management. As ISS continues to grow, you will be responsible for building and leading a high-performing Customer Success team to support our expanding client base. Your leadership will be instrumental in delivering value to clients through the ISS Nexus platform and managed services.

What You’ll Do

• Serve as a senior-level subject matter expert in clinical supplies, guiding clients in maximizing their use of ISS Nexus and associated services.

• Provide strategic support across a range of client engagements, including software and clinical supply managed services.

• Lead implementation efforts by aligning client business needs with Nexus functionality and ensuring effective system configuration.

• Champion client training and education, delivering both onboarding and ongoing support to new and existing users.

• Act as a strategic liaison between clients and internal ISS teams, including development, sales, and operations, to ensure alignment and execution.

• Drive customer success initiatives such as business reviews, performance metric reporting, and long-term account planning.

• Collaborate with the Product and Development teams by translating client feedback into actionable product improvements.

• Contribute to the creation and refinement of customer-facing content including training guides, implementation standards, and sales materials.

• Partner with the Sales team to identify upsell and cross-sell opportunities by uncovering unmet client needs.

• Build and manage a growing team of Customer Success professionals, setting the vision, structure, and goals for the department.

What We’re Looking For

• A bachelor’s degree or equivalent work experience.

• Minimum of 7 years of experience in the pharmaceutical industry or clinical operations, including at least 3 years in a clinical supply chain role.

• Demonstrated ability to lead client-facing functions within a regulated industry.

• Technology-savvy with a strong desire to become an expert in the ISS Nexus platform.

• Exceptional leadership, communication, and interpersonal skills.

• Strategic thinking and the ability to influence across all levels of an organization.

• Strong project management and organizational skills, with keen attention to detail.

• Self-starter with a high sense of ownership and accountability.

• Proficiency with Microsoft 365 and other standard business tools.

• Prior experience managing and mentoring a team is preferred.

• Willingness to travel up to 25% as needed.

You Might Also Have (Nice to Have)

• Experience launching or scaling a customer success function.

• Familiarity with SaaS platforms in clinical trial supply management.

• Exposure to clinical trial technologies or enterprise software implementations.

• Experience with strategic account planning and enterprise-level client management.

• Background in cross-functional leadership across product, sales, and operations.

What We Offer

• Competitive salary and benefits package.

• Flexible work hours and remote work options. NOTE: This role is currently fully remote but may transition to a hybrid schedule with the opening of our office in Bucks County, PA.

• Opportunity to lead customer success strategy at a high-growth SaaS company.

• Career advancement opportunities as part of the company’s leadership team.

• A collaborative and mission-driven culture that values innovation and client impact.

If you’re an experienced leader with a passion for clinical trial innovation and client success, we want to hear from you. Please send your resume and a brief cover letter to HR@innovativesupplysolutions.com describing your fit for this strategic leadership role.

Join us in our mission to revolutionize the clinical trials industry!

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.