Who We Are

Citizen Health was founded on the belief — shaped by firsthand lived experiences navigating healthcare — that having the right advocate is the single most important factor in achieving better care and outcomes. By uniquely combining data, AI, and community, Citizen is building a personalized AI advocate powered by patients' complete medical histories and data from thousands of other patients to generate personalized insights for clinical decisions and day-to-day challenges. Starting in rare and complex conditions, patients share their data in exchange for value, enabling biopharma and researchers with seamless access to patients and regulatory-grade data, shaving years off drug development for much-needed treatments.

Citizen is founded by experienced entrepreneurs with multiple successes under their belts and is funded by top-tier investors including 8VC, Transformation Capital, and Headline Ventures, among others. We are a mission-driven team excited to be building the future of consumer healthcare.

The Role

We are seeking our first Customer Success Lead to own and expand our pharmaceutical client relationships post-sale. This is a player-coach role where you'll personally manage our most strategic accounts while building the customer success function from the ground up. You'll be the primary interface between our clients and internal teams, ensuring flawless project execution while identifying opportunities for growth and expansion. This role is a mix of strategy, client management, internal management and sales. It is meant for an individual who enjoys working with partners while thinking strategically on how the business can grow.

Responsibilities

Account Management & Relationship Building

• Own post-sale relationships with all biotech and pharmaceutical clients, serving as their primary point of contact
• Build deep, trusted relationships with stakeholders across clinical ops, medical affairs, R&D, and commercial teams
• Conduct regular business reviews and strategic planning sessions with client leadership
• Become the voice of the customer within Citizen Health, advocating for client needs and priorities

Project Execution & Delivery

• Lead complex, multi-stakeholder projects from kickoff through completion
• Coordinate cross-functional internal teams (data science, engineering, clinical) to deliver on client commitments
• Manage project timelines, milestones, and deliverables to ensure on-time, on-budget execution
• Proactively identify and resolve issues before they impact client satisfaction
• Ensure all projects meet pharma industry standards and regulatory requirements

Growth & Expansion

• Identify opportunities for additional projects and expanded scope within existing accounts
• Develop and execute account expansion strategies to drive revenue growth
• Collaborate with sales team on renewals and upsell opportunities
• Create compelling case studies and success stories to support new business efforts

Process & Operations Development

• Build customer success processes, playbooks, and best practices from scratch
• Establish metrics and KPIs to measure client health, satisfaction, and expansion potential
• Create onboarding workflows and project management frameworks
• Document lessons learned and develop scalable approaches for future team growth
• Eventually hire and manage a customer success team as we scale

Cross-Functional Collaboration

• Partner closely with product, engineering, and clinical teams to prioritize client needs
• Work with sales and marketing teams to share client insights and support pipeline growth
• Collaborate with leadership team on strategic account planning and resource allocation

Who You Are

You are a builder and problem solver at heart who loves working in fast-paced, innovative environments. You have experience working in consumer technology companies and have also worked on products that deal with complex data and systems. You love start-ups and can operate autonomously knowing that collaboration is the key to your success.

Must-Have Skills

• 6-10 years of customer success, account management, or project management experience in healthcare/life sciences
• Track record managing complex, high-touch client relationships with multiple stakeholders
• Experience with enterprise clients in healthcare, life sciences, or other highly regulated industries
• Proven ability to manage and execute multi-month, technical implementation projects
• History of identifying and closing expansion opportunities within existing accounts

Cross-Functional Versatility

• Account Management: Deep relationship building with C-level and VP-level stakeholders
• Project Management: Complex project execution with cross-functional teams and tight deadlines
• Business Development: Identifying growth opportunities and driving revenue expansion
• Operations: Building processes, systems, and scalable approaches from the ground up
• Customer Advocacy: Translating client needs into product requirements and strategic priorities

Skills & Traits

• Executive presence: Comfortable engaging with senior pharmaceutical executives
• Startup DNA: Thrives in fast-paced, ambiguous environments with multiple competing priorities
• Problem-solving mindset: Proactively identifies issues and develops creative solutions
• Growth orientation: Naturally seeks opportunities to expand client relationships and drive revenue
• Communication excellence: Strong written and verbal communication skills for technical and executive audiences
• Process builder: Can create structure and scalability in ambiguous environments

Preferred Skills

• Experience at pharma services companies, CROs, health data platforms, or clinical technology vendors
• Healthcare or life sciences domain knowledge
• Experience with data/analytics platforms or AI/ML products
• Track record building customer success functions at high-growth companies
• Consulting or professional services background

Technical Aptitude

• Comfortable discussing technical concepts with data science and engineering teams
• Ability to understand and explain complex data and AI platforms to client stakeholders
• Experience managing projects involving data integration, analytics, or technology implementations

Why Join Us?

At Citizen Health, you will be part of an ambitious mission to build innovative AI-driven solutions that redefine the consumer healthcare experience and improve outcomes for millions. We value curiosity, creativity, and collaboration, and we believe in empowering every team member to have an impact. Here, you’ll find:

• The chance to work on pioneering AI technologies and solve complex problems that push the boundaries of what’s possible in healthcare
• The freedom to lead your projects and shape the company’s direction in a mission-driven environment where your work makes a real impact
• A fast-paced, high-growth setting that brings expanding opportunities and clear paths for career progression
• A supportive culture of learning, experimentation, and innovation, where new ideas are encouraged and explored
• A commitment to empathy and diversity, recognizing that our greatest strengths come from our varied perspectives and experiences
• Regular team activities and knowledge sharing, all within a culture that prioritizes well-being and connection

Additional Perks

• Competitive salary + equity package
• Comprehensive health, dental, and vision insuranceUnlimited paid time off including a generous parental leave
• Flexible hybrid work environment

Base Pay Range: $160,000 - $180,000. This salary range is an estimate, and the actual salary may vary based on a wide range of factors, including your skills, qualifications, experience and location.

Don't meet every qualification? No worries! We believe that passion, curiosity, and the right mindset are just as important as a checklist of skills. If you’re excited about what we’re building, we encourage you to apply.

Our Commitment to Diversity & Inclusion: Citizen Health is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, identities, and experiences. Everyone deserves an equal chance to contribute and grow here — regardless of race, gender identity, sexual orientation, religion, national origin, age, disability, or veteran status.