Small-Medium Business Cluster Lead

Make Every Experience Matter

Viseven is an AI-native Intelligent Experiences Enabler for life sciences, helping pharma and biotech organizations move from fragmented content operations to connected, compliant, and measurable omnichannel engagement with HCPs and patients. By combining proprietary technology — eWizard, eVa, Kheiron, and Lexi — with agentic AI and strategic consulting, we support the full content lifecycle: from creation and MLR validation to localization and omnichannel publishing. Our clients include Top 50 life sciences, pharma, biotech, and medtech companies around the globe.

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.

Why Viseven?

Purpose in Every Service

Your work will contribute to solutions that help pharmaceutical companies bring innovations to market faster and improve how healthcare information reaches people globally. We build technology with purpose — because better communication can lead to better health outcomes.

Care and Connection

We believe great work happens when people feel supported, trusted, and connected. At Viseven, collaboration, knowledge sharing, and genuine care are part of everyday work — for our teammates, clients, and communities. From charity and sustainability initiatives to an inclusive and supportive environment, we grow stronger together.

Grow and Go Beyond

We encourage bold ideas, ownership, and continuous growth. Whether it’s leading new initiatives, shaping products, or expanding your expertise, you’ll have the opportunity to make a visible impact and evolve alongside a global organization.

What We Offer

Competitive compensation with performance-based salary reviews