Associate Director, Customer Success – Life Sciences

Who We Are & What We Do 
At Helix, our mission is simple: to help everyone improve their lives through their DNA.
Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics. 
What is special about this role?
Helix's Life Science business sits at the center of how biopharma partners realize value from the Helix Research Network, spanning data licensing, sponsored testing programs, and clinical development engagements. As the owner of Customer Success for Life Science, you'll drive how Helix delivers success across this business and own the partner relationships that fuel its growth. Helix is an AI-forward company, and this role is expected to use AI tooling to work smarter and scale their own impact from day one.
As an Associate Director, Customer Success (Life Science), you will:

• Own end-to-end customer success for Helix's Life Science data licensing business, sponsored testing programs, and clinical development engagements as the primary relationship owner across the portfolio.
• Build strong relationships between our Delivery/Technical team to ensure implementation and technical delivery translate into a seamless customer experience.
• Develop deep fluency in the Helix product and the Helix Research Network to proactively identify upsell and expansion opportunities, packaging and sharing them with the BD lead.
• Serve as the voice of the customer internally, synthesizing feedback into clear, actionable input for product and technical teams to improve the platform and data offerings.
• Define and own the operating model for Customer Success within Life Science, the processes, cadences, and playbooks the function will run on as it scales.
• As Life Science customer volume grows, help shape and lead the team that supports it. This is inclusive of coaching, mentoring and development of more junior members of the cross functional team.  
• Use AI tools to scale your own effectiveness, from managing multiple concurrent engagements to synthesizing customer feedback and account intelligence, and bring that fluency to how the team operates as it grows.
• Build trusted, senior-level relationships with partner organizations, acting as a credible, consistent point of contact across the life of each engagement.
• Represent Customer Success in Life Science leadership and strategy discussions, ensuring the function's priorities are aligned with broader business goals.

About you:

• 10+ years managing strategic partner relationships in biopharma or life sciences related to RWD / data licensing, sponsored research/testing programs, or clinical development
• 3+ years of direct people leadership experience
• Highly organized, with the ability to effectively manage multiple concurrent partner engagements and competing priorities.
• Genuine curiosity about the product, the data, and each partner's business goals that drives you to keep learning and to spot opportunities others miss.
• A natural relationship builder who earns trust quickly with both external partners and internal cross-functional teams.
• A strong team player who works effectively with technical/delivery counterparts without needing to own the technical parts of the work.
• Excellent written and verbal communication skills, comfortable representing Helix to senior stakeholders at partner organizations.
• Demonstrated fluency with AI tools, with concrete examples of using them to drive business outcomes or scale your own productivity, not just casual familiarity.

Pluses:

• Background in genomics, real-world evidence (RWE).
• Prior experience standing up or scaling a Customer Success or Delivery function.
• Bachelor's degree in a life science field or equivalent.

Expected Interview Process:1) Recruiter Screen 2) Manager Screen/Tech Screen 3) Virtual Onsite 4) Offer 
Expected Pay For This Role:There are 3 distinct parts to your Helix offer: 1) Base Salary 2) Annual Bonus 3) Equity 

• Expected Helix Base: $162,000 - $217,500
• Expected Helix Discretionary Annual Bonus: 15% of your annual salary
• Equity: We offer generous equity at Helix. If you receive a Helix offer your recruiter will book dedicated time with you to educate you on our equity model.

Aside from working alongside brilliant, dedicated, passionate, down-to-earth, curious, warm, and thoughtful people, we also provide great benefits:

• Comprehensive Health Insurance with Date of Hire eligibility 
  • Above average employer paid premium coverage 
• 12 weeks Helix Paid Parental Leave option 
• 401(k) with employer matching of up to 3% and 100% Vesting on the Date of Hire
• Comprehensive Well-Being Benefits 
• Flexible PTO
• Remote options for many roles and a home office stipend 

What To Expect During Your First 90 days:

• First 30 days: you’ll spend time learning the Helix way, completing training and onboarding for your roles, and getting introduced to your team and relevant stakeholders. You’ll also gain a deeper understanding of our customers, our products, the impact we make in the lives of our communities, and how to thrive at Helix through participation in Helix U.
• Day 30 - 60: you’ll spend time contributing to projects, deeply familiarizing yourself with team and company processes, and developing a deeper understanding of Helix’s products, services and capabilities. 
• Day 60 - 90: you’ll build your OKRs with your manager, start to take ownership of projects and initiatives on your team, and begin to demonstrate your impact on the Helix mission.

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Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.
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