Associate Principal, Customer Success

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.

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.

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 (Planhat or similar), Salesforce, and conversation-intelligence platforms (e.g. Gong). Exposure to renewals operations, health-scoring frameworks, or CS transformation/operating-model design.

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.