Great partnerships don't end when the contract is signed

Signing a new client is just the beginning.
 

Our Life Sciences partners choose Open Medicine because they want to help clinicians navigate increasingly complex treatment decisions. Once a program launches, they need to understand what's working, what clinicians are engaging with and what we're learning along the way.
 

This is where you come in.
 

We're looking for a Director of Customer Success to own the client experience at Open Medicine.
 

You'll be the primary point of contact for our clients, helping them understand the performance of their programs, answering questions, gathering feedback and making sure we deliver an exceptional experience from beginning to end.
 

The role 

This is a relationship role.
 

You'll work directly with clients across Life Sciences companies, partnering with stakeholders in Commercial, Marketing, Medical Affairs and other functions.
 

Once a partnership begins, you'll help turn what we promised into what we deliver.
 

You'll coordinate with the Open Medicine team, present reports and analytics to clients, lead regular client meetings and identify opportunities to make our programs better. Most importantly, you'll become someone that our clients trust.
 

When they have a question, they'll call you. When they need something, you'll figure out how to get it done. And when they have an idea for how Open Medicine can be better, you'll make sure we hear it.
 

What you'll do 

Own the client relationship

You'll serve as the primary point of contact for Open Medicine clients throughout the life of their programs.

You will:
 

• Lead client onboarding and kickoff meetings

• Establish objectives, expectations and timelines

• Coordinate regular client communications

• Lead status meetings and business reviews

• Respond quickly to client questions and requests

• Coordinate internally to make sure commitments are delivered

• Identify potential issues before they become problems

• Build strong relationships with key client stakeholders
   

Clients should always know what's happening, what comes next and who they can call when they need help. 

 

Tell the story behind the numbers
 

Open Medicine generates data about how clinicians engage with Living Algorithms and related educational content. You'll turn this data into something useful for our clients.
 

But this isn't about reading numbers from a spreadsheet. A good client report answers the questions behind the numbers: What happened? Why did it happen? What did we learn? What should we do next?
 

You'll help clients understand not only how their program is performing, but more importantly what the data means.

 

Gathering feedback from our clients
 

Listening to our clients helps to make Open Medicine better. You'll regularly ask them:
 

• What's working?

• What's not?

• What do you wish you could see?

• What questions aren't we answering?

• What would make the program more valuable?

• What should we build next?
   

This feedback is invaluable. You'll bring this back to our product, commercial and leadership teams.
 

Some of the best ideas for Open Medicine will come from the people using it. Your job is to make sure we're listening.

 

Make things happen
 

Clients don't care which person or department owns a particular task. They just care that it gets done.
 

You'll work across Open Medicine to coordinate deliverables, solve problems and keep programs moving forward.
 

Sometimes that means finding an answer. Sometimes it means tracking down a metric. And sometimes, it means pulling several people together to solve a problem quickly.
 

You'll take ownership rather than passing the problem along to someone else.

 

Help clients see what's possible
 

As you learn more about each client's priorities, you'll naturally identify ways Open Medicine could provide additional value.
 

A successful Living Algorithm in one disease may create an opportunity in another.
 

A client interested in one therapy may have colleagues working on related indications.
 

A question during a business review may reveal an entirely new opportunity.
 

You'll work closely with our leadership team to identify these opportunities and help expand successful relationships. 

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You're not expected to be a salesperson. You'll be expected to understand our clients well enough to recognize when we can help them more.

 

Represent the voice of the client

 

You'll have a unique perspective inside Open Medicine.
 

You'll know what clients ask about repeatedly.
 

You'll know which reports they find valuable.
 

You'll know where they're confused.
 

And you'll know what they wish we offered.
 

You'll bring that perspective into decisions about our products, analytics, reporting and other programs.

 

What we're looking for

We're looking for someone who is genuinely exceptional with clients. Ideally, you will have:
 

• 5+ years of experience in customer success, account management, client services or a related client-facing role

• Experience working with pharmaceutical, biotechnology, healthcare, medical education, healthcare media or Life Sciences clients

• Experience managing relationships with multiple client stakeholders

• Strong presentation and public-speaking skills

• Excellent written and verbal communication skills

• Experience presenting analytics, performance reports or business reviews to clients

• The ability to translate data into clear, useful insights

• Strong organizational and project-management skills

• Excellent attention to detail

• Comfort managing multiple clients and programs simultaneously

• The ability to work effectively with commercial, product, analytics and leadership teams

• Comfort operating in an entrepreneurial environment where the playbook is still being written
   

Experience in oncology or hematology is particularly valuable, but not required.
 

What will make you successful

You're warm

People like working with you.

You're professional without being stiff. You're confident without being arrogant. You make clients feel comfortable asking questions, sharing concerns and telling you what they really think.
 

You're a great communicator

You can walk into a meeting with senior executives and communicate clearly and confidently.

You know how to present data without overwhelming people with numbers.

And you know when to talk, and when to listen.
 

You have a can-do attitude

Your first instinct isn't to explain why something can't be done.

It's to figure out what can be done.

That doesn't mean promising clients everything they ask for. It means understanding what they're trying to accomplish and looking for a way to help.
 

You're curious

When engagement increases, you want to understand why.

When a client asks an unexpected question, you want to understand what prompted it.

When you hear the same request from multiple clients, you start wondering whether we should build something. Curiosity turns customer service into customer insight.
 

You are CEO of the client relationship

You don't assume someone else is handling it.

If you tell a client you'll find an answer, you find it.

If something isn't going according to plan, you surface it early.

If a problem crosses several teams, you stay with it until it's resolved.
 

You understand relationships matter

Our clients aren't accounts in a CRM. They are people.

The best customer relationships are built over time through responsiveness, reliability, good judgment and trust.

We want someone clients genuinely look forward to working with.
 

You like building

Open Medicine is brand new.

There isn't a 100-page Customer Success handbook waiting for you. You'll help us create it.

You'll help determine how we onboard clients, structure business reviews, report performance, gather feedback, measure satisfaction and build long-term relationships.

You'll have significant autonomy. You'll also have the opportunity to define what great customer success looks like at Open Medicine.

 

Compensation & Benefits 

The anticipated base salary range for this position is $140,000 to $180,000 annually.
 

This role is also eligible for a target annual performance bonus of 15% of base salary, resulting in anticipated target cash compensation of approximately $161,000 to $207,000 annually.
 

The annual bonus will be based on a combination of individual and company performance, including objectives related to client retention and renewals, client satisfaction, successful program execution, and overall company performance. Bonus compensation is not guaranteed, and actual compensation may vary based on performance.
 

Actual base salary will be determined based on factors including relevant experience, client-facing expertise, pharmaceutical and healthcare industry experience, geographic location, scope of responsibilities and internal equity.
 

Open Medicine also offers health benefits, paid time off and other benefits available to eligible employees.
 

We believe compensation should reflect the impact you make today, as well as the company you help us build for tomorrow.

 

Why Open Medicine

Healthcare doesn't need another website with dense text in PDFs. There is already more information than any clinician can consume. What clinicians need is a better way to understand what matters, and apply it to real patients.
 

That's what we're building.
 

Open Medicine brings together expert physicians to make their clinical reasoning accessible through Living Algorithms. As oncology becomes more complex, we believe expert-driven decision support will become increasingly important. You'll be joining early enough to help define how the company grows.
 

You'll work directly with leadership, physicians and industry. You'll have the opportunity to build major accounts, influence commercial strategy and help create an entirely new category of medical knowledge.
 

If you want to help build something new, we'd love to hear from you.