Senior Customer Success Executive

Overview

In this Senior CSE role within GlobalData’s Mid-Market team, you own and nurture a portfolio of pharma accounts, driving adoption, health, and retention. You operate with autonomy and commercial savvy, surfacing risks and opportunities to the Account Manager and shaping the team’s operating model. You mentor peers, share playbooks, and help senior leadership demonstrate GlobalData’s strategic value. This is a customer-centric, cross-functional role at scale, with a clear impact on renewal outcomes.

Responsibilities

• Own a mid-market pharma portfolio end-to-end with accountability for health and adoption outcomes
• Design and execute account-specific adoption strategies to deepen platform use across teams
• Identify adoption ceilings and create targeted programs to unlock new use cases and cohorts
• Build internal champions to reduce single-point-of-contact risk and extend reach
• Deliver use-case based training aligned with client priorities
• Maintain commercial awareness across accounts, supporting renewal decisions and ROI narrative
• Brief AMs on health, risk signals, and expansion opportunities with depth
• Identify expansion signals and enable renewal conversion
• Design and execute intervention plans for at-risk renewals in collaboration with AM
• Co-lead structured business reviews to position GlobalData as a strategic partner
• Mentor junior CSEs and contribute to CS operating model improvements
• Represent the Mid-Market CS team in cross-functional forums to align on value

Key requirements

• Experience in a customer success role managing a B2B portfolio, preferably SaaS/data/healthcare intelligence
• Track record of driving adoption and retention in mid-market or SMB portfolios
• Experience building multi-threaded stakeholder relationships including Director-level engagement
• Strong commercial awareness linking CS activity to ARR outcomes
• Experience designing and delivering use-case based training for customer workflows
• Evidence of contributing to team capability through mentoring, playbooks, or process improvements

• Stakeholder management
• Strategic thinking
• Coaching and mentoring
• Planhat
• Salesforce
• Gainsight

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