Executive Director, Professional Services & Customer Success

Job Description

Job Description

Location: [Farmington Hills, MI / Remote]
Reports to: CEO
Type: Full-Time

About the Role

LSPedia is seeking a strategic, technically strong, and customer-obsessed Head of Customer Success to lead our post-sales organization. This leader will oversee Customer Success Management (CSM) , Professional Services , and Customer Support , ensuring world-class delivery, high customer satisfaction, and long-term retention.

This is a cross-functional leadership role critical to scaling LSPedia’s growth. You’ll play a central role in customer onboarding, software adoption, value realization, and renewal—while also contributing to sales enablement, service delivery excellence, and internal product knowledge development.

Key Responsibilities

Customer Success & Retention

• Lead and scale the CSM team to drive adoption, satisfaction, and renewal of LSPedia products.
• Own customer journey strategy, ensuring high NPS and long-term value delivery.
• Develop strategies to reduce churn and increase expansion revenue.

Professional Services & Implementation

• Manage all post-sales service delivery, including enterprise onboarding, configuration, and technical implementation.
• Define and improve project delivery processes using best practices in enterprise software and supply chain.
• Ensure on-time, in-scope, and on-budget service execution with clear success criteria.

Customer Support

• Oversee customer support operations and ensure SLA adherence.
• Develop self-service knowledge base and internal enablement to scale support efficiently.
• Use analytics and feedback loops to improve resolution quality and turnaround time.

Sales Enablement & GTM

• Partner with Sales to streamline pre-sales activities including service quoting, SOW development, and customer-facing demo assets.
• Develop compelling sales tools, templates, and onboarding guides aligned with the customer journey.
• Facilitate GTM execution for new products, leading cross-functional readiness and technical enablement.

Training & Enablement

• Build and lead scalable training programs for both customers and internal teams.
• Drive internal knowledge transfer of LSPedia’s OneScan platform and Vault capabilities.
• Ensure product expertise across all post-sales and go-to-market teams.

Qualifications

• 10+ years of experience in enterprise SaaS , with 5+ years in customer-facing leadership roles .
• Deep knowledge of supply chain operations , particularly order-to-cash processes .
• Strong understanding of pharmaceutical manufacturing , DSCSA, and related compliance domains.
• Technical acumen in software platforms, with the ability to quickly learn and communicate LSPedia’s capabilities.
• Proven success in building and scaling Customer Success , Professional Services , or Post-Sales organizations.
• Experience in sales enablement , including tools, demo development, and GTM planning.
• Strong analytical mindset with experience managing KPIs: retention, NPS, services revenue, utilization, and margin.
• Excellent communication, coaching, and team development skills.

Measures of Success

• Customer retention and expansion
• Services revenue growth and profit margin
• NPS and CSAT improvement
• Billing accuracy and efficiency
• Staff capability, certification, and performance
• Scalable, effective training delivery (internal/external)

Why LSPediaWe are building the future of pharmaceutical supply chain visibility. You’ll be joining a mission-driven company with cutting-edge technology, rapid growth, and a culture of innovation and integrity. This is an opportunity to build a best-in-class Customer Success organization that delivers measurable outcomes for our customers and business.