Vice President of Customer Success

Role overview

Biotecnologia para Todos is hiring a full-time, remote Vice President of Customer Success to lead the company’s customer success function. The position focuses on shaping and delivering the overall strategy that helps customers realize clear, measurable outcomes from the organization’s solutions.

What you will do

You will own the customer journey from onboarding through renewal, ensuring strong adoption, continued engagement, and lasting value. The role includes guiding a customer success team, reviewing performance indicators, and working closely with sales, product, and operations to strengthen the full customer experience.

In addition, you will build retention and growth programs, oversee important customer accounts, resolve escalations, and introduce practical tools, playbooks, and operating practices that improve satisfaction and support long-term relationships.

Qualifications

• You should have a strong ability to improve customer satisfaction and overall experience using data-driven decisions and ongoing refinement efforts.
• Experience in customer retention and account management is important, especially in creating and carrying out renewal and expansion plans for major accounts.
• You need to be comfortable partnering with sales teams to align customer success activities with revenue targets, upsell potential, and market insights.
• Prior leadership experience managing and developing strong remote customer-facing teams is expected.
• Solid analytical and troubleshooting abilities are required, along with the ability to study customer data, segment accounts, and set priorities.
• Clear written and spoken communication skills are necessary, including confidence presenting to senior leaders and outside partners.
• Experience in technology, SaaS, or biotechnology-related businesses is considered an advantage.
• A bachelor’s degree in Business, Management, Life Sciences, or a similar discipline is required; an advanced degree is preferred.