At a Glance
- Tasks: Manage mid-market pharma accounts, driving adoption and retention with strategic insights.
- Company: Join GlobalData Plc, a leader in data intelligence with a collaborative culture.
- Benefits: Enjoy hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with mentorship opportunities and career advancement.
- Why this job: Be a key player in transforming customer success and making a real impact.
- Qualifications: Experience in customer success with strong commercial awareness and relationship-building skills.
The predicted salary is between 60000 - 80000 £ per year.
hackajob is collaborating with GlobalData Plc to connect them with exceptional professionals for this role.
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.
- Commercial Awareness & Renewal Influence: 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.
- Stakeholder Relationships & Multi-Threading: 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.
- Customer Health & Risk Management: 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.
- Team Contribution & Development: 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.
WHAT WE'RE LOOKING FOR
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.
Desirable: 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. Prior experience in a senior IC role within a CS team undergoing transformation or scale-up.
Chief of Data Remote in London employer: GlobalData Plc
GlobalData Plc is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a focus on strategic client relationships in the pharma sector, employees benefit from a hybrid working environment in London, fostering collaboration and innovation while enjoying competitive benefits and opportunities for professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Chief of Data Remote in London
✨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 Chief of Data Remote in London
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.
