Director, EU Services (Life Sciences SaaS- Europe or UK)

Location: UK

Function: Professional Services

Reports to: Head of Services

The Director, EU Services is a senior, customer-facing leader who owns the full post-sale journey for Kivo's European customer portfolio. The primary focus of this role is driving customer outcomes, retention, and expansion through proactive success management-complemented by hands on platform implementation expertise and responsive technical support. You will build deep, trusted relationships with EU-based life-sciences customers, serve as their strategic partner throughout their time with Kivo, and lead implementations that set customers up for long-term success. This role thrives at the intersection of strategic account management and operational delivery in regulated environments. While primarily EU-focused, the role may require occasional time shifting to support US-based implementation projects.

Working in partnership with the Director, Customer Success:

• Own account health: Manage a portfolio of EU accounts as the primary strategic point of contact post-implementation: lead QBRs, conduct regular health-check calls, track adoption metrics, and proactively identify and mitigate risk.
• Drive outcomes and expansion: Build and maintain tailored success plans aligned to each customer's business goals; partner with Sales to identify, qualify, and advance expansion and upsell opportunities within your portfolio.
• Executive alignment: Cultivate senior-level relationships within customer organizations; deliver executive-ready insights, business reviews, and ROI narratives that reinforce Kivo's value.
• Champion the customer: Serve as the primary voice of EU customers internally-surface product feedback, advocate for roadmap priorities, and collaborate with Product on features and packaged offerings that reflect EU market needs.
• Manage upgrades and adoption: Proactively manage customers through new feature releases and configuration changes, ensuring smooth adoption and building internal champions who drive platform utilization.

As an integral member of the global Support Team:

• Resolve issues: Provide responsive support via email, chat, and ticketing systems (e.g., Zendesk, Jira); troubleshoot and resolve platform, configuration, and process-related issues across your customer portfolio.
• Escalate effectively: Triage and elevate complex technical issues to Engineering or Product with clear reproduction steps and customer impact assessments.
• Build the knowledge base: Document common issues, resolutions, and best practices to strengthen the internal knowledge base and reduce repeat ticket volume.
• Be the expert: Maintain deep working knowledge of the Kivo platform to guide users on navigation, configuration, integrations, and EU compliance best practices.

Working in partnership with the US-based implementation team:

• Deliver implementations: Lead end-to-end implementations of the Kivo platform through structured project management: project charter, timelines, RAID logs, stakeholder communications, and executive readouts.
• Design & configure: Facilitate discovery and design workshops; translate regulated process requirements (GxP, 21 CFR Part 11 / Annex 11) into configured platform solutions with documented decisions and guide the adoption of Kivo.
• Support validation: Support the customer's validation workstream by educating customers in the Kivo validation methodology and providing an orientation to Kivo documentation.
• Support data migration: Partner with the Data Migration team on discovery, field mapping, dry-run coordination, and production cutover checklists for compliant data transfers.
• Enable go-live: Guide customers through change management activities: defect triage, go-live readiness assessments, user training enablement, and post-go-live stabilization.

Working in partnership with the Sales team and Account Executives:

• Represent Kivo to EU Prospects: Conduct Kivo product demos to prospective EU customers and assist Account Executives in the qualification and discovery for prospective EU customers.

• 8-10+ years of experience in a customer success, implementation, or blended services role within a life-sciences SaaS environment (pharma, biotech, med-device, or CRO).
• A robust and knowledgeable R&D (Regulatory, Clinical, Quality) background.
• Hands on experience with life-sciences SaaS platforms for Regulatory, Clinical Operations, and/or Quality process and document management.
• Demonstrated track record of owning customer retention, expansion, and satisfaction metrics (GRR, NRR, NPS/CSAT) across a portfolio of enterprise accounts.
• Working knowledge of regulated industry requirements (GxP, 21 CFR Part 11 / Annex 11) and comfort supporting validation deliverables (CSA/CSV).
• Experience leading software implementations in a regulated environment, including project planning, stakeholder management, and go live delivery.
• Excellent written and verbal communication skills in English; comfortable presenting to technical users and C suite stakeholders alike.
• Based in the EU with the flexibility to occasionally time shift for US based project collaboration.