Senior Customer Success Executive

Customer Experience - Mid-Market

Location: London Hybrid

Reporting to Global Head of Mid-Market Customer Success Team Customer Experience — Mid-Market Date April 2026

ROLE SUMMARY

The Senior Customer Success Executive — Mid-Market owns a portfolio of mid-market pharma accounts and is expected to operate with a higher degree of autonomy, commercial sophistication, and team contribution than a Customer Success Executive. You will drive adoption, health, and retention outcomes across your accounts, build multi-threaded relationships that extend to Director level, and act as a genuine commercial partner to your AM — surfacing risk and opportunity with the depth and clarity that enables them to act.

The Senior CSE sets the standard in the Mid-Market team. You are the reference point for how a good account should be managed, how a difficult customer conversation should be handled, and how the AM partnership should work. Beyond your own portfolio, you will contribute to developing the team — sharing playbooks, coaching junior Customer Success Executives, and helping build the operating model that makes the whole Mid-Market function more effective. You do not own commercial contracts, but you are commercially accountable: you understand what it takes to win a renewal and you engineer the conditions for it across every account you touch.

WHAT YOU'LL DO

Portfolio Ownership & Adoption Strategy

Own a portfolio of mid-market pharma accounts end-to-end — from onboarding through to pre-renewal handoff — with full accountability for health and adoption outcomes.
Design and execute account-specific adoption strategies that go beyond initial training to drive sustained, deepening platform use across teams and use cases.
Identify adoption ceilings within accounts and develop targeted programmes to break through them — new use cases, new user cohorts, new workflows.
Build and activate internal champions to scale your reach within accounts and reduce single-point-of-contact dependency.
Deliver use-case based training that speaks directly to the customer's therapeutic priorities and business objectives — not a product catalogue.

Commercial Awareness & Renewal Influence

Maintain a clear commercial lens across your portfolio — understand each account's ARR, renewal timeline, budget cycle, and strategic importance.
Build the renewal case from day one: document value delivered, track adoption milestones, and ensure the customer has a clear ROI narrative before the commercial window opens.
Brief your AM on account health, risk signals, and expansion opportunities with the depth and specificity they need to act — not just status updates.
Identify expansion signals proactively — new teams, new therapeutic areas, new decision-makers entering the account — and ensure your AM can convert them.
Support at-risk renewal situations by designing and executing intervention plans alongside your AM.

Stakeholder Relationships & Multi-Threading

Build and maintain deliberate, multi-threaded stakeholder maps across your portfolio — engaging champions, influencers, and senior stakeholders (Director level and above) across functions.
Ensure no account in your portfolio is single-threaded — if your primary contact left tomorrow, you would have a relationship to stand on.
Develop senior relationships that go beyond product engagement — understanding the customer's strategic direction, pipeline, and organisational priorities.
Help customer champions build the internal case for GlobalData, so that renewal advocacy comes from within the account, not just from your own outreach.
Co-lead on structured business reviews that position GlobalData as a strategic partner and create visible, senior-level value alignment.

Customer Health & Risk Management

Maintain a proactive, multi-signal health view across your portfolio — going beyond platform usage to monitor organisational changes, engagement quality, champion risk, and commercial signals.
Identify and escalate at-risk accounts early, with enough commercial context for AM and leadership to make informed decisions.
Develop and execute risk mitigation plans for struggling accounts — diagnosis first, intervention second.
Model strong portfolio discipline: prioritise by commercial risk and value, maintain current records in Planhat and Salesforce, and ensure nothing falls through the cracks.

Team Contribution & Development

Act as a senior reference point within the Mid-Market CSE team — sharing playbooks, contributing to team sessions, and being the person junior Customer Success Executives turn to for guidance.
Mentor and coach CSEs on account management, stakeholder engagement, commercial awareness, and difficult customer conversations.
Contribute to the development and improvement of the Mid-Market CS operating model — proposing and testing new approaches, not just executing existing ones.
Represent the Mid-Market CS team in cross-functional forums — with AM leadership, Product, and Content — as a credible, informed voice.

WHAT WE'RE LOOKING FOR

Essential

Demonstrable experience in a customer success role managing a portfolio of B2B accounts, ideally in a SaaS, data, or intelligence business.
Track record of driving adoption and retention outcomes across a mid-market or SMB account portfolio.
Experience building multi-threaded stakeholder relationships including engagement at Director level.
Strong commercial awareness — understands the link between CS activity and ARR outcomes, and acts accordingly.
Experience designing and delivering use-case based training tailored to specific customer workflows and objectives.
Evidence of contributing to team capability — mentoring, playbook development, or process improvement.

Desirable

Experience in pharma, life sciences, or healthcare intelligence.
Familiarity with CS tools such as Planhat, Salesforce, or Gainsight.
Experience running formal business reviews (QBRs, EBRs) with Director-level stakeholders.
Prior experience in a senior IC role within a CS team undergoing transformation or scale-up.

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