Director of Customer Success/Product Specialist
Alphalife Sciences| Ai Powered Clinical Research Platform
Sales & Business Development, Customer Service, Product
New Jersey, USA
Posted on Sep 21, 2025
AlphaLife Sciences is growing our customer success group by hiring experienced professionals to strengthen our post-sales and customer delivery organization：
- Director of Customer Success (Head of Post Sales) – Lead the Customer Success Group, to grow and strengthen the post-sales, customer solutions, and project delivery functions.
- Product Specialist – Configure, deliver, and support our SaaS solutions for life sciences clients, ensuring successful adoption and ongoing satisfaction.
Both roles require adaptability to a fast-paced, high-growth startup and the ability to collaborate across functions to deliver exceptional customer experiences. Candidates may apply for the role that best matches their experience and career goals.
Role 1: Director of Customer Success (Head of Post Sales)
Key Responsibilities
Leadership & Strategy
- Define and execute the company’s post-sales strategy to drive customer satisfaction, retention, and expansion.
- Oversee all post-sales, and customer service functions to ensure seamless transitions from sales to delivery.
- Partner with Sales and Product leadership to align client solutions with product roadmap and market needs.
- Establish and track KPIs for customer onboarding, adoption, support, and renewal performance.
Customer Delivery & Success
- Ensure successful delivery of projects within scope, budget, and timeline, maintaining the highest quality standards.
- Act as executive sponsor for strategic accounts, building relationships with senior stakeholders and decision-makers.
- Drive solutioning activities during pre-sales to accurately scope and position plan services for prospective clients with sales, pre-sales and solution consulting teams.
- Oversee configuration, deployment, and adoption of our SaaS solutions, ensuring alignment with customer business processes. This may cover the process throughout the typical RFPs, prototype, proof-of-concept, onboarding and implementation, and pilot phases.
Operational Excellence
- Build scalable processes for implementation, training, customer support, and ongoing account management.
- Lead the analysis and deployment of new product features across customer environments.
- Oversee maintenance of production and sandbox environments, ensuring system reliability and security.
- Ensure compliance with life sciences regulations and internal quality standards.
Team Management & Development
- Lead, mentor, and grow a high-performing post-sales team, fostering a culture of accountability, collaboration, and continuous improvement.
- Allocate resources effectively across multiple concurrent projects and client engagements.
- Provide coaching and development opportunities to strengthen both technical and client-facing capabilities.
Qualifications
- 10+ years of experience in customer success, professional services, or post-sales roles within SaaS, with at least 5 years in a leadership capacity.
- Experience in Life Sciences SaaS solutions, preferably with companies specializing in life sciences or healthcare software.
- Proven track record of managing large, complex enterprise customer relationships.
- Strong understanding of software implementation methodologies and customer lifecycle management.
- Excellent communication, negotiation, and executive relationship-building skills.
- Ability to thrive in a fast-paced startup environment with shifting priorities and cross-functional responsibilities.
- Bachelor’s degree required; advanced degree in business, life sciences, or related field preferred.
Preferred
- Deep understanding of life sciences commercial processes, regulatory frameworks, and compliance requirements.
- Familiarity with SaaS delivery models, cloud technologies, and life sciences workflows.
Role 2: Product Specialist
What You’ll Do
- Manage and coordinate customer projects, ensuring successful delivery within scope, timeline, and budget
- Support pre-sales activities including understanding customer business needs, demonstrating solutions, and contributing to solution proposals
- Provide post-go-live administrative support for multiple clients
- Solutioning and configuration of applications to meet customer needs, including but not limited to workflows, document types, security, fields, page layouts, and notifications
- Ad hoc training of users and administrators
- Analysis and deployment of new product features
- Maintenance of production and sandbox environments
- Creation of regular and ad hoc customer reports
Requirements
- Experience with configuring/supporting/implementing software. Experience with TB software is highly preferred
- 5-8 years Customer service or consulting experience
- Ability to quickly understand client requirements and needs and articulate potential solutions
- Experience fulfilling customer needs and managing expectations
- Strong organizational skills with the ability to switch tasks quickly
- Excellent verbal and written communication skills
- Bachelor’s degree or equivalent relevant experience
Nice to Have
- Understanding of life sciences drug development process
- Understanding of life sciences compliance requirements