Head of Customer Success

01About Rivia

Rivia is a data engine for clinical trial intelligence. It provides data infrastructure and AI-driven workflows for clinical trial teams, enabling biotechs to run studies more efficiently and to demonstrate which patients derive the greatest benefit from new therapies. Biopharma companies are the source of most therapeutic innovation, yet clinical development is frequently slowed by fragmented data and outdated tooling. Rivia delivers a real-time, integrated view across clinical trial data, improving both trial execution and the evaluation of new treatments.

Our goal is for Rivia to become the new standard infrastructure for modern drug development, bringing new therapies to market more successfully at a fraction of the cost.

We seek highly self-motivated, motivated and talented professionals to contribute to our growing startup.

02About the role

We are looking for a hands-on Head of Customer Success to lead and scale how Rivia delivers value to customers. As our first dedicated Customer Success leader, you will oversee the post-sales journey, from onboarding and technical implementation through adoption, retention, and long-term account growth.

You will lead Customer Engagement and Solutions Engineering, build a repeatable operating model, and stay close to strategic biotech and pharmaceutical customers. You will combine scientific and technical credibility with strong people leadership, commercial judgment, and a builder’s mindset.

03Ownership and Commercial Collaboration

Customer Success owns the post-sales customer relationship, implementation, adoption, measurable value realization, customer health, retention strategy, and renewal readiness. The They will be accountable for customer outcomes and for proactively identifying and developing expansion opportunities.

Sales owns the commercial pipeline and execution of renewal and upsell transactions, including commercial negotiations and closing. The Head of Customer Success partners closely with Sales to shape account strategies, quantify customer value, identify and qualify opportunities, manage renewal risks, and support successful commercial outcomes.

04What excites you

• Building something from the ground up. You're excited by the opportunity to shape and scale a Customer Success function, creating the structure, processes, and standards that will support Rivia's next stage of growth.

• Making a real impact on drug development. You're motivated by working at the intersection of life sciences and technology, helping biotech companies make better decisions and accelerate clinical development.

• Being close to customers. You enjoy understanding complex scientific and technical challenges, building trusted relationships, and translating customer needs into meaningful outcomes.

• Combining leadership with hands-on execution. You love developing high-performing teams but are equally comfortable rolling up your sleeves, solving difficult problems, and taking ownership of strategic accounts.

• Driving measurable business impact. You're energized by improving customer retention, demonstrating value, and identifying opportunities to grow customer relationships in close partnership with Sales.

• Thriving in a fast-paced environment. You enjoy autonomy, ambitious goals, and the opportunity to influence decisions directly, without waiting for someone else to tell you what to do.

05What You’ll Do

• Lead and coach the Customer Engagement and Solutions Engineering teams, setting clear standards for performance, development, capacity planning, and hiring.

• Build and scale the end-to-end post-sales experience, including onboarding, implementation, technical delivery, success plans, executive business reviews, escalation management, and value realization.

• Own customer health, adoption, retention strategy, and renewal readiness; partner with Sales on renewal and expansion planning and execution.

• Oversee complex implementations, integration quality, delivery timelines, and smooth handoffs from Sales.

• Build trusted relationships with senior scientific, technical, and business stakeholders at biotech and pharma customers.

• Translate platform usage into measurable outcomes, including time saved, costs avoided, and operational improvements.

• Define and monitor customer success metrics, including adoption, time to value, GRR, NRR, renewal performance, and expansion opportunities.

• Resolve critical customer escalations and translate recurring feedback into priorities for Product, Engineering, Marketing, and Sales.

• Introduce scalable account segmentation, coverage models, reporting, and operating rhythms without unnecessary bureaucracy.

06What excites us

• Experience leading and developing customer-facing teams in a B2B technology environment, while remaining personally close to customers.

• A background in life sciences, biomedical engineering, biotechnology, pharmaceutical development, or a closely related scientific field.

• Experience with biotech, pharma, clinical development, scientific software, or other complex life-sciences technology customers.

• Evidence of driving customer retention, renewals, adoption, and account expansion through cross-functional collaboration.

• Strong understanding of SaaS economics and customer success metrics, including GRR, NRR, customer health, and renewal rates.

• Ability to navigate technical implementations, manage executive escalations, and influence senior stakeholders.

• A structured, hands-on leadership style, commercial judgment, direct communication, and urgency in a fast-moving environment.

07What Makes You Stand Out

• Experience building a Customer Success function at an early-stage or Series A company.

• Deep familiarity with clinical trials, clinical data, or pharmaceutical R&D workflows.

• Experience supporting strategic expansion in enterprise biotech or pharmaceutical accounts.

• A track record of measurable improvements in retention, adoption, and customer outcomes.

08Our Values

At Rivia, we are committed to excellence, continuous learning, and the success of both our customers and our team.

• In it to Win it: Approach challenges with determination, resilience, and drive.

• Embrace change: See change as an opportunity to improve.

• Why not?: Challenge assumptions and stay curious.

• Find the gap: Proactively identify and solve problems.

• Collective accountability: Own outcomes together and support one another.

• Value add solutions: Deliver meaningful, impactful results.

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