Global Head of Mid-Market Customer Success

Job Title: Global Head of Mid-Market Customer Success 

Location:  New York City

Location type: Hybrid

Who we are…

GlobalData Healthcare is the leading intelligence provider for Pharma, Biotech and Medical Device companies, helping them decode markets, outmanoeuvre competitors, and reach more customers. We're at a pivotal growth moment: recently carved out from GlobalData with transformational investment behind us, and ambitious targets ahead.

The Role…

The Global Head of Mid-Market Customer Success leads one of GlobalData Healthcare's largest and most commercially significant customer segments — a portfolio of several hundred accounts spanning pharma, biotech, CRO, and supplier clients with ARR typically in the £25K–£150K range. 

This is a senior leadership role with full ownership of the mid-market CS function globally. You will lead a geographically dispersed team of Customer Success executives across US and Europe, responsible for driving segment-level retention, NPS improvement, and expansion. You will play a central role in the Customer Experience transformation, building a world-class, data-driven mid-market CS motion from the ground up. 

Key Responsibilities

Team Leadership & Performance 

• Lead, coach, and develop a global team of mid-market CSMs, setting clear performance expectations, KPIs, and development pathways 

• Run regular 1:1s, team calls, and performance reviews; create a culture of accountability, curiosity, and customer advocacy 

• Manage headcount planning, hiring, and onboarding for the mid-market CS function in partnership with HR 

• Manage the CS incentive and bonus framework for the mid-market team, linking outcomes to VRR, and LOR performance 

Segment Ownership & Strategy 

• Own mid-market VRR and Health score targets globally, with accountability for the full renewal forecast for the segment 

• Define and continuously improve the mid-market CS operating model: segmentation approach, coverage model, engagement playbooks, and escalation paths 

• Drive the commercial strategy for the segment — identifying upsell and cross-sell opportunities, working with Account Management on expansion plays 

• Lead re-onboarding initiatives for mid-market at-risk accounts 

Operational Excellence 

• Ensure consistent, high-quality CRM hygiene (Planhat, Salesforce) across the team 

• Build and maintain reporting packs for the Head of Customer Success, Commercial director and  CRO covering renewal forecasts, churn analysis, and VoC insights 

• Work with the Gong and analytics capability to develop call quality and conversation intelligence standards for the mid-market team 

• Partner with Inside Sales leadership on handoff, onboarding, and 1st-year retention for newly acquired mid-market logos 

Cross-functional Collaboration 

• Work closely with Commercial director for mid-market 

• Act as the primary escalation point for mid-market accounts and ensure resolution pathways are clear and fast 

• Partner with Product, Analytics, and Marketing to close the loop on customer feedback; represent mid-market customer voice at senior forums 

• Collaborate with the Strategic Accounts Lead and 1st Year Onboarding Lead to ensure seamless tier transitions 

What are we looking for...

Essential Experience 

• 8+ years in Customer Success or commercial client management, with at least 3 years leading a CS team of 5+ people globally 

• Demonstrated experience owning and improving segment-level retention (VRR/GRR) and expansion (NRR) metrics in a B2B SaaS or data/intelligence business 

• Strong people leadership credentials, evidence of building high-performing teams, managing through change, and developing talent 

• Experience operating in a PE-backed or high-growth commercial environment with aggressive targets and fast iteration cycles 

• Comfortable with data and analytics, able to build renewal forecasts, analyse churn drivers, and present to C-suite 

Desirable Experience 

• Background in healthcare data, life sciences, pharma intelligence, or adjacent industry vertical 

• Familiarity with CS tooling (Planhat, Gainsight, ChurnZero) and CRM platforms (Salesforce) 

• Experience designing or running CS compensation and incentive schemes 

In addition to a rewarding career, we support our GlobalData Heathcare colleagues with a range of benefits across health, finances, fitness, travel, tech and more. To find out more about the roles and benefits on offer in your region, visit careers.globaldata.com

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.