Head of Customer Success

About Rivia Rivia is a data engine for clinical trial intelligence. It provides data infrastructure and AI-driven workflows for clinical trial teams, enabling biotechs to run studies more efficiently and to demonstrate which patients derive the greatest benefit from new therapies. Biopharma companies are the source of most therapeutic innovation, yet clinical development is frequently slowed by fragmented data and outdated tooling. Rivia delivers a real-time, integrated view across clinical trial data, improving both trial execution and the evaluation of new treatments.   Our goal is for Rivia to become the new standard infrastructure for modern drug development, bringing new therapies to market more successfully at a fraction of the cost.   We seek highly self-motivated, motivated and talented professionals to contribute to our growing startup.   About the role We are looking for a hands-on Head of Customer Success to lead and scale how Rivia delivers value to customers. As our first dedicated Customer Success leader, you will oversee the post-sales journey, from onboarding and technical implementation through adoption, retention, and long-term account growth. You will lead Customer Engagement and Solutions Engineering, build a repeatable operating model, and stay close to strategic biotech and pharmaceutical customers. You will combine scientific and technical credibility with strong people leadership, commercial judgment, and a builder’s mindset. Ownership and Commercial Collaboration Customer Success owns the post-sales customer relationship, implementation, adoption, measurable value realization, customer health, retention strategy, and renewal readiness. The They will be accountable for customer outcomes and for proactively identifying and developing expansion opportunities. Sales owns the commercial pipeline and execution of renewal and upsell transactions, including commercial negotiations and closing. The Head of Customer Success partners closely with Sales to shape account strategies, quantify customer value, identify and qualify opportunities, manage renewal risks, and support successful commercial outcomes. What excites you Building something from the ground up. You're excited by the opportunity to shape and scale a Customer Success function, creating the structure, processes, and standards that will support Rivia's next stage of growth. Making a real impact on drug development. You're motivated by working at the intersection of life sciences and technology, helping biotech companies make better decisions and accelerate clinical development. Being close to customers. You enjoy understanding complex scientific and technical challenges, building trusted relationships, and translating customer needs into meaningful outcomes. Combining leadership with hands-on execution. You love developing high-performing teams but are equally comfortable rolling up your sleeves, solving difficult problems, and taking ownership of strategic accounts. Driving measurable business impact. You're energized by improving customer retention, demonstrating value, and identifying opportunities to grow customer relationships in close partnership with Sales. Thriving in a fast-paced environment. You enjoy autonomy, ambitious goals, and the opportunity to influence decisions directly, without waiting for someone else to tell you what to do. What You’ll Do Lead and coach the Customer Engagement and Solutions Engineering teams, setting clear standards for performance, development, capacity planning, and hiring. Build and scale the end-to-end post-sales experience, including onboarding, implementation, technical delivery, success plans, executive business reviews, escalation management, and value realization. Own customer health, adoption, retention strategy, and renewal readiness; partner with Sales on renewal and expansion planning and execution. Oversee complex implementations, integration quality, del