At a Glance
- Tasks: Lead strategic client relationships and drive value for major accounts in healthcare.
- Company: Join GlobalData Healthcare, a fast-growing leader in data intelligence.
- Benefits: Enjoy a rewarding career with diverse benefits across health, finance, and fitness.
- Other info: Be part of a diverse, inclusive team that values your unique contributions.
- Why this job: Make a real impact by transforming uncertainty into opportunity for top organisations.
- Qualifications: 7+ years in Customer Success or Account Management, with strong commercial acumen.
The predicted salary is between 70000 - 90000 £ per year.
Who we are… GlobalData Healthcare operates an intelligence platform that empowers leaders to act decisively in a world of complexity and change. By uniting proprietary data, human expertise, and purpose-built AI into a single, connected platform, we help organizations see what’s coming, move faster, and lead with confidence. Our solutions are used by over 5,000 organizations across the world’s largest industries, delivering tailored intelligence that supports strategic planning, innovation, risk management, and sustainable growth.
Why join GlobalData? GlobalData Healthcare is GlobalData’s largest division, and at a pivotal point in its growth journey. Following multiple acquisitions and having recently received transformational investment, we are in the process of being carved out from the main GlobalData business. We need curious, ambitious, courageous people to support us in achieving our vision to deliver intelligence that transforms uncertainty into opportunity for the world’s most successful organizations. Our big ambitions mean that life at GlobalData Healthcare is fast paced, entrepreneurial and rewarding. Working together in an intellectually challenging environment, where learning is super-charged to keep us on our toes, the highly stimulating, fast-paced, global environment we operate in, and our bold ambitions result in unique learning opportunities for our people.
The role… The Associate Principal, Customer Success — Majors leads GlobalData Healthcare’s most strategic and highest-value client relationships. Sitting at the senior end of the Customer Success career path, the role combines hands‑on ownership of a concentrated book of crown-jewel Majors accounts with leadership responsibility for the Majors Customer Success pod — setting the standard for how value is delivered, retained, and grown across our largest pharmaceutical, biotech, and life sciences clients. This is a senior, commercially-minded role accountable for protecting and expanding a material share of GlobalData Healthcare’s ARR. The Associate Principal is the trusted strategic partner to senior client stakeholders, ensuring GlobalData is positioned as indispensable, billable infrastructure embedded in the client’s decision-making — not a discretionary subscription.
What you’ll be doing…
- Strategic Account Leadership - Own the most strategic Majors relationships — act as the senior point of contact and trusted advisor to C‑suite and senior decision‑makers across a concentrated portfolio of high‑ARR accounts. Build and execute strategic account plans — develop multi‑year value and growth roadmaps for each named account, mapping stakeholders, use cases, risks, and white‑space opportunity.
- Retention & Commercial Growth - Protect and grow ARR — own renewal and retention outcomes for the Majors book, driving Value Retention Rate (VRR) and Volume Renewal Rate while partnering with Account Management on upsell and cross‑sell. De‑risk renewals early — identify at‑risk accounts through leading indicators (usage, sentiment, LOR), and lead structured re‑onboarding and save interventions well ahead of the renewal window.
- Customer Lifecycle & Value Realisation - Drive the full lifecycle — Sign → Onboard → Embed → Renew — ensuring every Majors account reaches deep, sticky adoption within the first 90 days and sustains it thereafter. Embed measurable value — connect GlobalData’s intelligence to client workflows and business outcomes, and capture proof of value through Likelihood‑to‑Renew (LOR) scoring and documented impact.
- Pod Leadership & Cross‑Functional Influence - Lead the Majors CS pod — coach, mentor, and set quality standards for Senior Customer Success Executives, modelling best‑practice account leadership. Partner cross‑functionally — work closely with Sales, Account Management, Product, and Analyst teams to resolve escalations and channel client needs into the business.
- Insight, Reporting & Voice of Customer - Maintain a single source of truth — keep account health, risk, and activity current in Planhat and Salesforce, ensuring accurate forecasting of renewals. Surface intelligence — analyse usage and conversation data (e.g. via Gong) to identify churn drivers, expansion signals, and competitive/AI‑displacement threats, feeding insight back to leadership.
What we’re looking for…
- Essential - Substantial experience (typically 7+ years) in Customer Success, Account Management, or strategic client management within a B2B data, intelligence, analytics, SaaS, or professional‑services environment. A demonstrable track record of owning and growing high‑value enterprise relationships and personally carrying retention/renewal accountability. Domain knowledge of the pharmaceutical, biotech, medical device, or wider life sciences sector. Experience managing C‑suite and senior stakeholder relationships in complex, multi‑stakeholder organisations. Commercial acumen — confident discussing value, ROI, and renewal commercials, and partnering with Sales on expansion. Experience coaching or leading other CS / account professionals, formally or informally.
- Desirable - Familiarity with Customer Success tooling (Planhator similar), Salesforce, and conversation‑intelligence platforms (e.g. Gong). Exposure to renewals operations, health‑scoring frameworks, or CS transformation / operating‑model design.
In addition to a rewarding career, we support our GlobalData Healthcare colleagues with a range of benefits across health, finances, fitness, travel, tech and more. GlobalData Healthcare believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData Healthcare is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Associate Principal, Customer Success employer: GlobalData Plc
GlobalData Healthcare is an exceptional employer, offering a dynamic and entrepreneurial work environment that fosters growth and innovation. With a strong commitment to employee development, our team enjoys unique learning opportunities and the chance to lead strategic client relationships in the fast-paced healthcare sector. We prioritise diversity and inclusivity, ensuring that every colleague can thrive while contributing to our mission of transforming uncertainty into opportunity for leading organisations.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Principal, Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GlobalData Plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GlobalData Plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Associate Principal, Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GlobalData Plc:Your cover letter is your chance to shine! Tell us why you want to work at GlobalData Plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GlobalData Plc!
How to prepare for a job interview at GlobalData Plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
