SMB Lead

About the Role: We are looking for an SMB Lead to drive the growth and success of our Small & Medium Business segment. In this role, you will build trusted relationships with a portfolio of clients, identify opportunities for business growth, and act as a strategic advisor. You will also shape and promote scalable service offerings for the SMB segment, collaborating with cross-functional teams to deliver solutions that create value for both clients and the business.

Responsibilities:

• Account Ownership (70%):
  - Own the client relationship from Sales handoff through the full lifecycle.
  - Lead change management, ensuring client-side stakeholders are engaged, aligned, and progressing through each transformation phase.
  - Provide omnichannel advisory guidance to help clients understand their channel model, make informed decisions on HCP engagement (CLM, email, digital portals, remote detailing), and evolve incrementally.
  - Conduct Phase 4 evaluation with the client to assess outcomes, identify gaps, and build the case for next steps.
  - Manage renewals end-to-end while identifying and developing expansion opportunities (upsell, cross-sell).
  - Maintain account health visibility and flag risks early.
  - Position and deploy packaged solutions with clients, advocating for standardized approaches over bespoke requests.
  - Provide a clear handoff brief when an account grows beyond the SMB threshold into the strategic tier.
  - Excluded from role: Day-to-day delivery coordination, operational resource scheduling, phase management, or bespoke solution design.
• Packaged Solutions Leadership for the SMB Cluster (30%):
  - Identify solutions needed at SMB scale based on cross-portfolio demand patterns and translate them into clear briefs for CGU teams specifying scope, use cases, delivery model, and commercial packaging.
  - Work across CGUs to prioritize and drive packaged solution builds, owning the brief-to-launch process without managing CGU resources directly.
  - Act as the internal sponsor for SMB-relevant packaged solutions—securing prioritisation, building business cases, and representing SMB demand in CGU planning cycles.
  - Track deployment across the portfolio, gather structured feedback, and drive continuous refinement.
  - Own the overall SMB P&L (NRR, expansion ARR, churn rate) and report upward on commercial performance.
  - Own transition decisions when an account outgrows the SMB tier, coordinate the handoff to the strategic accounts team, and manage reverse-tiering where appropriate.
  - Set and enforce delivery and quality standards across the SMB operating model, feeding back to delivery operations and CGUs where playbooks or packaged solutions need updating.

Requirements:

• 5+ years of experience in Senior Account Manager or Customer Success Manager roles combining genuine commercial instincts with advisory depth in pharma/life sciences.
• Experience in Global-to-Local adaptation and deployment of standard packaged solutions.
• Omnichannel advisory capability—able to guide clients on channel mix and HCP engagement models, holding credible strategic conversations at the VP/Director level without a transformation consultant present.
• Pharma or Life sciences literacy, proving credible in the commercial and medical contexts clients operate in.
• Change management instincts—knowing how to drive client-side adoption across stakeholder groups without doing the operational delivery work.
• Commercial acuity, comfortable owning renewal rates, expansion targets, and segment P&L.
• Cross-functional influencer skills—ability to brief and coordinate CGU teams, build internal cases for solution prioritization, and navigate without line authority.
• Problem-solver mindset, leaning strongly toward resolving issues rather than defaulting to excessive internal escalation.
• Digital-first operational style, comfortable with CRM, health scoring tools, and async communication.
• Advanced/Fluent English (written & spoken).

Will Be a Competitive Advantage:

• Experience in a platform + services business.
• Hands-on exposure to pharma content operations or MarTech platforms.
• Prior involvement in defining or launching packaged offerings.