About the company

Biorce is a pioneering Healthtech company dedicated to revolutionizing drug development through the power of AI. We are passionate about accelerating medical advancements and improving patient outcomes.

Our team comprises seasoned clinical research professionals, data scientists, and AI experts, working collaboratively to bridge the gap between cutting-edge technology and real-world clinical needs.

With an unwavering commitment to revolutionize healthcare, we envision a world where all patients benefit from accelerated and cost-effective access to treatments. Biorce is poised to redefine the landscape of healthcare, shaping a future where innovation and accessibility converge for the betterment of humanity.

About the role

As our Head of Product Success, you will lead the global organization responsible for ensuring Biorce customers successfully adopt, scale, and realize value from our technology.

This is a senior leadership role overseeing a 30-person Product Success organization across Barcelona and Austin. You will own the strategy, structure, performance, development, and continued scaling of the function as Biorce rapidly expands its technology, customer base, and global footprint.

Reporting directly to the VP of Product Success, you will sit at the intersection of our customers, Product, Engineering, and Commercial organizations. Your team will become the connective tissue between how customers use our platform and how we continue developing it - identifying what customers need, understanding how they interact with the technology, driving adoption, and ensuring those insights translate into better products and stronger customer outcomes.

We're looking for an experienced technology leader who has built and managed high-performing customer-facing teams within sophisticated SaaS, PaaS, cloud, IoT, AI, data, or enterprise technology environments.

You do not need to come from clinical trials or life sciences. Experience within pharma, biotech, CROs, health tech, or clinical technology is valuable, but ultimately we're looking for someone who understands complex technology, enterprise customers, product adoption, and how to build a world-class Product Success organization at scale.

Key Responsibilities

Global Team Leadership & Organizational Management

• Lead a 30-person Product Success organization distributed across our Barcelona and Austin offices.
• Own the organizational structure of the function, including management layers, account coverage, team responsibilities, hiring plans, and future leadership requirements.
• Recruit, develop, coach, and retain exceptional Product Success talent as the organization continues to scale.
• Lead both managers and individual contributors, developing the next generation of leaders within the organization.
• Establish clear expectations around performance, accountability, customer experience, technical expertise, and execution.
• Create structured career paths and development opportunities for high-performing team members.
• Establish a consistent global operating rhythm across Barcelona and Austin, including leadership meetings, account reviews, team performance reviews, and 1:1s.
• Build a culture centered around customer obsession, ownership, curiosity, urgency, and exceptionally high-quality execution.

Product Success Strategy

• Define and own the global strategy and operating model for Product Success.
• Build scalable frameworks covering customer onboarding, implementation, product adoption, engagement, account health, retention, risk management, and expansion readiness.
• Establish segmentation and service models based on customer complexity, strategic importance, product usage, and required level of support.
• Determine how Product Success resources should be allocated as our customer base and product portfolio continue to grow.
• Develop clear KPIs and dashboards measuring customer health, product adoption, utilization, engagement, retention, and team performance.
• Identify opportunities to use technology, AI, automation, and improved processes to increase the scalability and efficiency of the organization.

Product & Customer Intelligence

Serve as a key strategic partner to the Head of Product Management and broader Product organization.

• Build a structured Voice of the Customer framework that transforms customer conversations, product usage, feedback, and recurring challenges into actionable insights.
• Identify patterns across customers rather than allowing individual requests to disproportionately influence product development.
• Partner with Product leadership to help prioritize improvements based on customer impact, adoption trends, strategic importance, and business value.
• Work closely with Product teams around launches, new capabilities, customer adoption strategies, and product education.
• Ensure the Product Success organization deeply understands how customers use the Biorce platform and where additional value can be created.
• Surface broader market and customer trends that can influence Biorce's product and commercial strategies.

Customer Experience & Strategic Accounts

• Define what an exceptional Biorce customer experience looks like and ensure that standard is delivered consistently across the organization.
• Serve as the senior escalation point for Biorce's largest, most complex, and strategically important customers.
• Build relationships with senior and executive stakeholders across key accounts.
• Support the organization during critical implementations, escalations, adoption challenges, renewals, and expansion opportunities.
• Ensure Product Success Managers understand each customer's objectives, technology environment, workflows, challenges, and desired outcomes.
• Maintain visibility across the overall customer portfolio and proactively identify emerging risks.
• Establish structured strategic account planning and executive business review processes.

Cross-Functional Leadership

• Partner closely with Commercial leadership to establish a seamless transition from the sales process into implementation, onboarding, and long-term Product Success.
• Create clear processes for identifying customer expansion opportunities and communicating them back to the Commercial organization.
• Work alongside Engineering and Product to ensure customer-impacting technical issues receive appropriate visibility and prioritization.
• Partner with company leadership on headcount planning, organizational design, capacity forecasting, and customer-growth planning.
• Create strong alignment between Product Success teams operating across the US and Europe.
• Represent Product Success in senior leadership conversations around customer strategy, product development, organizational planning, and company growth.

Operational Excellence & Scalability

• Build standardized playbooks covering onboarding, implementation, account management, product adoption, escalations, customer health, executive reviews, and risk management.
• Establish a sophisticated customer health framework incorporating product usage, adoption, engagement, customer sentiment, support requirements, and business outcomes.
• Build reporting that gives leadership real-time visibility into customer health and Product Success performance.
• Identify opportunities to automate repetitive processes and allow the organization to support significantly more customers without compromising customer experience.
• Develop clear escalation and ownership frameworks to ensure issues are addressed quickly and effectively.
• Drive consistent documentation, knowledge sharing, and best practices across Barcelona and Austin.

Requirements

• Experience: 10+ years across Product Success, Customer Success, Technical Account Management, Implementation, Professional Services, Solutions Consulting, or another highly customer-facing function within a technology organization.
• Leadership: Significant experience leading and developing large organizations, ideally with responsibility for 20-30+ employees across multiple locations or regions.
• People management: Proven experience managing managers as well as individual contributors and building scalable organizational structures.
• Technology background: Experience working within sophisticated technology businesses such as enterprise SaaS, PaaS, cloud infrastructure, IoT, AI/ML, data platforms, big data, analytics, developer platforms, or other complex B2B technology environments.
• Enterprise customers: Demonstrated experience managing relationships with large enterprise customers involving multiple stakeholders, technical environments, business units, and senior executives.
• Technical fluency: Able to understand sophisticated technology platforms, integrations, data flows, customer architectures, technical challenges, and product capabilities without necessarily being an engineer.
• Product orientation: Strong understanding of how customer feedback, product usage, and market needs should inform product development and prioritization.
• Customer adoption: Proven ability to build organizations and processes that increase product adoption, utilization, retention, and customer value.
• Strategic leadership: Comfortable moving between organizational strategy, executive customer conversations, product discussions, people leadership, and detailed operational execution.
• Operational excellence: Demonstrated ability to introduce structure, processes, KPIs, operating rhythms, and scalable systems into a rapidly growing organization.
• Analytical mindset: Highly data-driven approach to customer health, product adoption, capacity planning, organizational performance, and decision-making.
• Communication: Exceptional executive communication and presentation skills in English.
• Global leadership: Comfortable leading teams across European and US time zones and creating meaningful collaboration between our Barcelona and Austin offices.
• Startup mentality: High energy, strong ownership, and comfortable operating in a rapidly changing environment where processes and structures are still being built.
• Executive presence: Comfortable engaging everyone from technical users and product teams through to senior executives at major global organizations.

Nice to Have

• Experience within pharmaceutical, biotech, CRO, health technology, or clinical technology organizations.
• Familiarity with clinical development or clinical trial technology.
• Experience working with highly regulated industries or customers.
• Experience scaling a Customer Success or Product Success organization during a period of significant company growth.
• Experience supporting AI, data-intensive, or highly configurable enterprise technology platforms.

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