Head of Customer Success / Head of MLR Operations

At Revisto, we're revolutionizing the pharmaceutical industry by streamlining the medical, legal, and regulatory (MLR) review process with cutting-edge AI technology. Based in the vibrant tech hub of Austin, Texas, our rapidly growing startup—recently bolstered by $6 million in funding, including a seed round by LiveOak Ventures, Arkin Capital, and Tau Ventures, and backed by industry giants like Eli Lilly—empowers life sciences companies to bring marketing materials to market faster, smarter, and with uncompromising compliance. Our AI-driven platform automates tedious review cycles, saving millions in costs and unlocking data-driven, personalized marketing that drives positive patient outcomes.

You're a seasoned MLR operations leader ready to make your mark at a rapidly scaling startup that's transforming how the pharmaceutical industry approaches promotional content review. Working directly with our CEO, you'll build and lead our customer success organization from the ground up, establishing the frameworks and strategies that will drive our customers' value realization as we scale from startup to industry leader. You're obsessed with delivering measurable value for customers and translating that success into sustainable business growth. This isn't just about managing existing relationships—you're shaping how enterprise pharmaceutical companies will experience and benefit from AI-driven MLR transformation. You thrive in the dynamic environment of a fast-growing company where your strategic vision and hands-on execution will directly impact our trajectory toward becoming the definitive solution for MLR operations in life sciences.

• Pre-sales impact: Enhanced conversion rates through expert value demonstration and business case development during sales cycles

• Implementation excellence: Customers onboarded efficiently with clear ROI realization and MLR workflow transformation

• Adoption acceleration: High utilization across MLR teams driven by demonstrated operational value and efficiency gains

• Customer advocacy: Strong NPS and executive sponsorship fueled by quantified business impact and time-to-value realization

• Operational transformation: Customers achieve measurable ROI through reduced review cycle times, improved compliance confidence, and enhanced operational efficiency

Building the Foundation: As our first customer success leader, you'll work closely with our CEO to design and implement the customer success organization that will scale with our growth. You'll establish value realization frameworks, create scalable processes, and build the playbooks that translate our AI platform's capabilities into quantifiable business outcomes for pharmaceutical companies. This includes developing our approach to value discovery, implementation excellence, and ongoing customer expansion.

Driving Customer Value: You'll own the complete customer journey from prospect engagement through long-term partnership growth. During sales cycles, you'll serve as our MLR subject matter expert, conducting value discovery sessions and developing compelling business cases that demonstrate ROI potential. Post-signature, you'll drive urgent, accountable implementation timelines while translating platform capabilities into operational value for both business stakeholders and end-user MLR teams. Your proactive approach will ensure customers achieve measurable improvements in review cycle times, compliance confidence, and operational efficiency.

Scaling Impact: You'll establish thought leadership in MLR operational transformation by developing reusable value demonstration frameworks and success metrics that can be scaled across our growing customer base. As the voice of the customer internally, you'll drive product and platform enhancements while building the processes that enable our sales and customer success teams to consistently deliver value at scale.

Must-Haves:

• Deep MLR Operations Leadership & Expertise: 8-12 years of combined leadership and hands-on experience in MLR operations, regulatory affairs, or pharmaceutical marketing across multiple leading pharmaceutical companies

• Business Value Translation: Proven ability to translate operational expertise into compelling business cases, ROI calculations, and executive-level value propositions

• Exceptional Communication Skills: Outstanding verbal and written communication abilities with demonstrated success presenting to C-level executives and cross-functional teams

• Proactive Leadership & Urgency: Track record of driving initiatives forward, creating momentum, and maintaining accountability in complex organizational environments

• Enterprise Stakeholder Management: Experience engaging with and influencing senior executives and decision-makers in pharmaceutical organizations

• Customer Success Acumen: Background in enterprise customer success, account management, or consulting with measurable impact on customer outcomes and business results

• Go-getter Mentality: Proactive, entrepreneurial spirit with demonstrated ability to take initiative, drive urgency, and deliver results in fast-paced environments

Highly Preferred:

• Multi-company MLR Experience: Direct experience with MLR operations at 2+ major pharmaceutical companies with ability to benchmark and demonstrate best practices

• Quantified Value Delivery: Track record of delivering measurable operational improvements and cost savings in MLR or pharmaceutical operations

• Technology Implementation Leadership: Experience leading or driving adoption of enterprise MLR technology platforms (Veeva Vault PromoMats, etc.)

• Startup or High-Growth Experience: Background building functions from ground up with emphasis on rapid scaling and value delivery