Associate Director, Customer Success

Allergan Data Labs is on a mission to transform the Allergan Aesthetics beauty business at AbbVie, one of the largest pharmaceutical companies in the world. Our iconic brands include BOTOX® Cosmetic, CoolSculpting®, JUVÉDERM® and more. The medical aesthetics business is ripe for rapid growth and disruption, and we are looking to add to our high performing team to do just that. 

Our team has successfully launched a new and innovative technology platform, Allē, which serves millions of consumers, tens of thousands of aesthetics providers and thousands of colleagues throughout the US. Since its launch in November 2020, Allē has delivered curated promotions, personalized experiences and had millions of consumers use it as part of their beauty journey. 

We’re looking to add to our team as we prepare to launch a new array of game-changing technologies on our successfully adopted platform. If you’re interested in working within a startup-oriented environment, while having the backing of a very large company, please read on.

As the  Associate Director of Customer Success you will report to the Director Customer Success and continuously collaborate with key stakeholders across the business to solve the most critical technical problems.

You Will

• Manage, Coach and build Customer Success Managers to effectively scale our industry winning products 

• Develop standardized playbooks for interventions and escalations

• Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customers and internal teams

• Create adoption strategies, delivery plans, and economic models to realize the customer experience at scale

• Develop account expansion strategies, working with customers to identify areas where we can provide additional services and solutions

• Be accountable for the onboarding, training, implementation, support, renewals, expansions, hiring, capacity plans, and advocacy for key strategic customer accounts

• Increase key CS metrics across the business 

• Identify trends in customer requests and product performance and share those trends with internal Product, Engineering and Sales to drive continuous improvement to our products and customer experience

• Become a subject matter expert in our different Allergan Data Labs personas

Required Experience & Technical Skills

• Bachelor’s degree or equivalent experience

• 8+ years experience in Customer Success with SaaS experience.

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