Company Overview
ConcertAI is at the forefront of revolutionizing healthcare with our cutting-edge AI and data solutions. Our mission is to accelerate insights, advance research, and improve patient outcomes in oncology and across life sciences. As a leader in real-world evidence (RWE) and data-driven technology, ConcertAI partners with top pharmaceutical companies, healthcare providers, and research institutions to enhance patient outcomes and streamline clinical research. By leveraging evidence-generation and artificial intelligence, we deliver unparalleled insights into treatment effectiveness, patient care, and disease progression to advance precision medicine and medical innovation.
Within the ConcertAI ecosystem, TeraRecon is a leading innovator in advanced visualization, artificial intelligence (AI), and image analysis solutions for healthcare. With a focus on improving clinical workflows and enhancing diagnostic precision, TeraRecon offers scalable platforms like Intuition and Eureka AI to integrate imaging, data, and AI-driven insights seamlessly. Additionally, CancerLinQ, an oncology-focused platform developed by ASCO and now part of ConcertAI, supports cancer centers and practices in improving care quality and discovery.
Joining ConcertAI means becoming part of a visionary team dedicated to transforming the healthcare landscape. You'll have the opportunity to work on innovative projects that directly impact patient lives, collaborate with some of the brightest minds in the industry, and be at the cutting edge of technological advancements in healthcare. ConcertAI offers a dynamic and inclusive work environment, competitive benefits, and ample opportunities for personal and professional growth. If you're passionate about making a difference in healthcare and excited by the prospect of working with advanced AI and data solutions, ConcertAI is the perfect place for you to thrive and make a lasting impact.
Position Overview
We are seeking a dynamic and experienced Vice President of Customer Success to lead our customer success organization across our Real-World Data and Digital Trial solutions. This leader will be responsible for driving client retention, satisfaction, and expansion within our portfolio of pharmaceutical clients. The VP will lead a cross-functional team of Customer Success Managers and Technical Account Managers, ensuring the successful delivery and adoption of our oncology-focused SaaS offerings.
This is a strategic, revenue-impacting leadership role that sits at the intersection of product, sales, and client value delivery. The ideal candidate will bring a strong understanding of oncology, SaaS delivery, the impact of AI on customer operations, and the pharmaceutical landscape, particularly in the context of RWE/RWD and decentralized clinical trials.
Key Responsibilities
- Leadership & Strategy
- Define and execute the customer success vision, strategy, and roadmap for both Real-World Data and Digital Trial solutions.
- Build, mentor, and lead a high-performing customer success organization.
- Collaborate cross-functionally with Sales, Product, Data Science, and Engineering to ensure client goals are met or exceeded.
- Customer Success Management
- Drive adoption, satisfaction, and retention across our global pharma clients, with a focus on strategic partnerships within the top 20.
- Own customer health metrics, account growth, and overall NPS scores.
- Serve as executive sponsor for key accounts, ensuring alignment with strategic business objectives.
- Revenue Enablement
- Take the lead in delivering a Gross Revenue Retention (GRR) rate of > 95% and a Net Retention Rate (NRR) of greater than 115% in partnership with Sales and Product Manager.
- Partner with Sales and Marketing to identify expansion opportunities and drive upsell/cross-sell motions within existing accounts.
- Directly contribute to revenue growth and account development by leading customer QBRs and supporting commercial negotiations.
- Align customer success metrics with the company’s Revenue Incentive Program.
- Operational Excellence
- Standardize customer onboarding, engagement, and renewal workflows.
- Develop scalable playbooks and best practices for account management, renewal planning, and risk mitigation.
- Leverage data and analytics to drive decision-making and continuous improvement.
- Key KPIs
- Gross Revenue Retention > 95%
- Net Revenue Retention > 115%
- NPS > 40
- Customer Health Score > 80% (based on composite of NPS, Product usage, support tickets, etc)
- Customer Satisfaction > 80% (top 2 boxes)
Qualifications
- Bachelor degree required; Advanced degree preferred
- 10+ years of experience in customer success, account management, or consulting roles in a SaaS or data/technology-driven company.
- 5+ years of leadership experience managing high-performing customer-facing teams.
- Strong domain expertise in oncology, real-world evidence/data, or digital clinical trials is required.
- Demonstrated success working with global pharmaceutical clients, preferably top 20.
- Proven track record of driving retention and revenue growth in a B2B SaaS environment.
- Exceptional executive communication and stakeholder management skills.
- Ability to travel as needed (~35-50%, depending on location).
Learn More About ConcertAI
Our team at ConcertAI is dedicated to transforming healthcare decision-making through the application of RWE and AI to improve patient outcomes. We work in a fast-paced, dynamic, high-performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease. Learn more about ConcertAI at www.concertai.com , or follow us on LinkedIn. Serving 1,300 clinical sites globally, TeraRecon - a ConcertAI company - is a Best in KLAS solution provider for AI-empowered radiology, oncology, cardiology, neurology, and vascular surgery. In the future, the combination with ConcertAI could bring a single, advanced AI-augmented diagnosis and interpretation capability from clinical trials to patient care. Learn more about TeraRecon at www.terarecon.com , or follow us on LinkedIn.
EEO
ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
