Director, Account Management

About Diligent Pharma Diligent Pharma is a trusted quality and compliance organization serving the clinical trial industry. We connect trial sponsors and pre-qualified vendors through a secure, purpose-built platform that streamlines and accelerates vendor discovery, qualification, and management—delivering faster study start-up, greater efficiency, and stronger compliance for everyone involved. Our innovative model and technology solve the decades-old problems that still plague our industry: vendor qualification is too slow and redundant. Sponsors continue to qualify vendors in silos, conducting the same audits repeatedly, while vendors must host those same audits time and time again. The result is an immense waste of time and resources across the ecosystem. Diligent Pharma breaks this dysfunction by serving as a truly independent third party that qualifies vendors once on behalf of multiple sponsors—providing sponsors with fast access to regulatory mapped qualification and the confidence to move their partnerships forward faster. We’re on a mission to help deliver life-saving treatments to patients faster by accelerating the pace of clinical research. The Opportunity As Director, Account Management, you will lead Diligent Pharma’s Account Management team and own the health, retention, and growth of our existing client relationships across the pharmaceutical and clinical research market. You’ll lead and develop a team of Account Managers while personally driving renewals, expansion, and satisfaction across our most strategic accounts. If you’re energized by the challenge of building lasting client relationships and leading a high-performing team in a fast-moving, innovative company — and you have a track record of retaining and growing accounts in the clinical research space — we want to hear from you. What You’ll Do Lead & Develop the Team Lead, coach, and develop a team of Account Managers, setting clear performance expectations and supporting their professional growth Manage day-to-day team operations, including account assignments, workload balancing, and performance reviews, to ensure consistent execution across the portfolio Manage & Grow Client Relationships Develop and maintain strategic account plans, including health scores, growth opportunities, and risk mitigation strategies Own renewal outcomes across the portfolio, proactively identifying and mitigating churn risk, including cross-functional collaboration as needed Identify and execute upsell and cross-sell opportunities within existing accounts to expand Diligent’s footprint Manage contract renewal discussions and negotiations, working with legal and finance as needed Serve as the primary point of contact and escalation path for assigned clients, building trusted relationships with key stakeholders and executive sponsors Partner with sales, account managers, and delivery team members to ensure smooth client onboarding and a strong start to the relationship Contribute to Company Growth Represent the voice of the client internally, channeling feedback to product and delivery teams to inform roadmap and delivery improvements Accurately forecast renewal and expansion revenue across your team’s portfolio What You Bring 5+ years of account management, client success, or relationship management experience with pharmaceutical companies, biotechs, and/or CROs A proven track record of meeting or exceeding retention and growth targets in the clinical research or life sciences space Experience leading and developing a team of account managers or other client-facing professionals Demonstrated experience as a consultative partner, aligning client goals with Diligent’s solutions Understanding of the clinical trial market and competitive landscape Excellent presentation, negotiation, and executive communication skills Strong analytical thinking and ability to build data-driven account plans Executive presence — comfortable engaging and influencing at all levels, including C-suite The ability to work independently and thrive in a fast-moving, evolving environment Bachelor’s degree required Why Diligent Pharma At Diligent, we believe great work happens when people feel empowered, trusted, and supported. We are building a culture of ownership, growth and balance. The salary range for this position is $125,000-$160,000. Being part of the Diligent team also includes benefits, such as: Be part of a mission-driven team that is meaningfully improving how clinical trials are run Work with a talented, passionate team that values accountability, innovation, and results Unlimited Paid Time Off (PTO) Comprehensive health insurance 401(k) with company match Remote-first work environment with a collaborative, high-performance culture