CEO Office Analyst (Customer Success)

About Massive Bio Every cancer patient deserves access to treatment options. Massive Bio is an AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials by eliminating the barriers of geography, financial constraints, and information asymmetry that have historically limited enrollment. Founded in 2015 and headquartered in US, Massive Bio is scaling its impact globally by powering operations across multiple countries and bringing innovative cancer treatment options to a rapidly growing and diverse population of patients. Through our proprietary AI platform, we connect individuals to clinical trials worldwide and partner with leading pharmaceutical companies, contract research organizations (CROs), and healthcare systems to accelerate drug development and expand equitable access to cutting-edge therapies. Position Overview We are looking for a CEO Office Analyst with a focus on Customer Success function to support the CEO and Executive Office in a fast-paced, international, and data-driven environment. In this role, you will work closely with senior leadership on how Massive Bio retains, expands, and deepens its relationships with pharma sponsors, providers, and other strategic customers. You will analyze customer health, engagement, and outcomes data; surface risks and expansion opportunities; and translate findings into recommendations that shape how the company delivers value across its customer base. Alongside this focus area, you will take on the full range of CEO Office analyst work; performance tracking, operational problem-solving, executive meeting preparation, and ad-hoc strategic projects. You will structure ambiguous problems, analyze data, and translate your findings into clear, actionable recommendations. This is a high-exposure, high-learning position for someone who is analytical, curious, low-ego, and comfortable switching between topics quickly. Key Responsibilities Customer Success Analytics Analyze customer health, engagement, and outcome data across pharma sponsors, providers, and strategic accounts to identify retention risks and expansion opportunities. Build customer health frameworks, dashboards, and early-warning indicators that help leadership and account teams prioritize where to invest time. Work with account leads to translate analytical signals into concrete account plans and follow-through actions. Retention & Expansion Strategy Map the post-sale customer journey end-to-end and identify where value is delivered, where it stalls, and where churn or expansion lives. Benchmark Massive Bio's customer success motion against best practices in healthcare and adjacent industries. Support contract renewal, upsell, and account expansion conversations with clear analysis and briefing materials. Analysis & Insight Analyze internal and external data (e.g., performance, markets, operations) to identify trends, risks, and opportunities. Build clear summaries, reports, and simple models that support decision-making by senior leadership. Executive Support Prepare briefing notes, slide decks, and supporting materials for the CEO, co-founders, and executive team; including for external meetings with pharma sponsors, providers, and strategic accounts. Track action items and follow-ups from leadership and customer meetings and ensure they translate into concrete next steps. Project & Stakeholder Management Take ownership of specific workstreams or projects: clarify the problem, structure the approach, and drive execution. Collaborate with teams such as Operations, Product, Finance, Commercial, Medical, and Customer-facing teams to gather data and understand root causes of issues. Help improve internal processes and external customer flows using data and structured problem-solving. Research & Market Intelligence Conduct targeted research on customer success best practices, retention models, and emerging approaches in healthcare and adjacent industries. Stay informed on oncology, clinical trials, and pharma services trends that affect how Massive Bio delivers value to its customers. Qualifications Education Bachelor's (or Master's) degree from a strong university in a highly analytical field (e.g., engineering, economics, business, statistics, industrial engineering, or related). Experience (1–3 years) At least 1 year of full-time experience after graduation in one or more of the following: Management or strategy consulting (including boutique firms and the strategy/consulting arms of PwC, EY, or similar), Investment banking or corporate finance, Customer success, account management, or commercial operations at a high-growth company, Corporate strategy, business operations, or analytics roles with project ownership. Exposure to healthcare, life sciences, pharma, or B2B SaaS customer success environments is a plus but not required. Skills & Competencies Strong analytical and problem-solving skills; comfortable working with data in Excel and interpreting customer health, retention, and engagement metrics. Ability to structure ambiguous problems and propose pragmatic solutions. Excellent written and verbal communication skills in English. Comfortable working directly with C-level executives and external customers, and handling candid feedback. Able to manage shifting priorities and operate in a fast-paced, international environment. Proactive, detail-oriented, and reliable in closing topics and following through.