Head of Majors, 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. 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.

We are hiring a Head of Majors, Customer Success to lead our most strategically important pharma client relationships. The Majors segment represents the highest concentration of ARR in our healthcare portfolio and the accounts where commercial, scientific and political complexity is greatest. This is a high-visibility leadership role with direct exposure to the CRO, CEO and our Top 75 client base.

You will own the strategy, performance and team that protects and grows our flagship pharma accounts. You will be accountable for retention, expansion, executive sponsorship, and the design and delivery of a best-in-class customer journey for clients whose decisions shape global pharma R&D and commercial portfolios.

What you’ll be doing:

• Own renewal rate targets across the Majors portfolio, with full accountability for the renewal pipeline and at-risk book.
• Partner with Sales and Commercial Operations to identify and convert white-space expansion opportunities across our healthcare product suite.
• Lead executive-level account planning, QBRs and steering committees with C-suite and senior R&D, commercial and CI stakeholders inside global pharma.
• Lead, coach and develop a team of Senior CSMs and CSMs covering Top 75 and other strategic accounts; raise the bar on pharma domain expertise and consultative engagement.
• Embed the CS competency framework, leaderboard and bonus model (VRR, Volume Renewal Rate and LOR-based) across the Majors team to drive performance and accountability.
• Define and deliver a best-in-class customer journey for the Majors segment, from onboarding through value realisation, advocacy and renewal.
• Lead execution of strategic programmes including re-onboarding sprints, churn defence and Voice of Customer initiatives within the Majors book.
• Act as the senior voice of the Majors customer inside GlobalData Healthcare, feeding insight into Product, Analyst, Marketing and Consulting leadership.
• Partner with the Head of Global CS to shape the 2–3 year CS vision in the context of AI disruption in pharma intelligence.
• Operate to a high standard of CS hygiene across Planhat, Salesforce, Gong and Highspot to ensure account health, risk signals and engagement data are accurate and actionable.
• Use data and analytics to forecast renewals, prioritise interventions and report performance with clarity and credibility at board level.

What we’re looking for:

Essential:

• Experience in pharmaceutical, life sciences, medical devices industry.
• Significant senior leadership experience in Customer Success, Account Management or Strategic Accounts within a B2B SaaS, data, analytics or consulting business serving the pharmaceutical industry.
• Domain knowledge of the global pharma sector — including R&D, clinical development, commercial strategy, market access and competitive intelligence — with credibility in front of senior pharma stakeholders.
• Demonstrable track record of owning multi-million-pound/dollar ARR portfolios, delivering against NRR, GRR and churn targets in complex, multi-stakeholder enterprise accounts.
• Proven success leading, scaling and developing CS teams, including hiring, performance management and embedding competency and incentive frameworks.
• Strong commercial acumen with the ability to translate client outcomes into renewal and expansion revenue, and to build board-ready narratives supported by data.
• Excellent executive communication skills, comfortable presenting to and influencing C-suite stakeholders both internally and across global pharma clients.
• Experience operating within or leading transformation programmes (target operating models, segmentation redesign, churn programmes, customer journey redesign).
• Right to work in the UK and ability to work from our London office on a hybrid basis.

Desirable:

• Exposure to AI-driven product evolution and its implications for CS operating models in information services.
• Network across global top-25 pharma, biotech and CRO organisations.

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.