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Chief Customer Officer
Pharma R&D & Manufacturing
Updated on 3/21/2023
Remote in USA • Dorchester, Boston, MA, USA
Experience Level
  • Lead world-class Customer Success and Professional Services teams, including recruiting experienced leaders for each functional role, attracting high potential individual contributors and instilling a performance-led culture
  • Partner with customers at the strategic/C-suite level to influence digital transformation efforts with scientific data
  • Drive, lead and inspire a Customer Success program that supports customers while ensuring that every customer reaches time-to-value goals across our products
  • Drive the Professional Services organization to successful post-sale implementations via strong processes that ensure obtainable SOW's with appropriate project oversight
  • Own oversight of the work of dotted line reports (scientific data architects and scientific business analysts) to ensure platform deployment, time to value of use cases and perpetual customer expansion and success
  • Own board-level revenue measures including NDR and GRR along with key activities which support these measures, notably expanding revenue in accounts through cross-sell and up-sell, driving customer satisfaction, higher product adoption and renewals
  • Strategically partner with cross-functional owners to ensure the highest levels of customer support in onboarding and training, professional services, support, customer success management, renewals, cross-sell / up-sell, and customer advocacy
  • Create a cadence for regular reviews that facilitate trust, alignment and strategic direction from the individual contributor level, through senior leadership in Customer Success, across stakeholder function and up to the C-Suite and beyond to the board when required
  • Formalize best practices and optimized Customer Success / Professional Services workflows into “rinse and repeat” processes using Standard Operating Procedures, Playbooks, and Service Level Agreements

51-200 employees

R&D data cloud management
Company Overview
Tetra's mission is to combine deep domain knowledge, the industry's only purpose-built scientific Data Cloud, and the largest network of life sciences innovators, to harness the power of the worlds scientific data.
  • Unlimited PTO
  • 100% company paid health, dental, & vision
  • Company paid life insurance
  • 401k savings
  • Company paid disability insurance
  • Equity program
  • Flexible work arrangements
Company Core Values
  • Transparency & context
  • Trust & collaboration
  • Fearlessness & resilience
  • Equality of opportunity
  • Alignment with customers
  • Commitment to craft