Senior Customer Success Executive

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.

• 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.

• 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.

• 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.

• 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

• 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.

• 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.

• *\#LI\-HYBRID \#LI\-CG1*

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