Customer Success Manager, Site Research

Accountabilities:

Customer relationship management: Serve as the primary trusted advisor for an assigned portfolio of clinical research technology customers, building strong relationships with executive sponsors, operational leaders, and end users.
Develop and maintain strategic account plans that align product capabilities with customer objectives, operational priorities, and long-term business goals.
Conduct regular business reviews, assess customer satisfaction, communicate performance insights, and identify opportunities to strengthen relationships and demonstrate product value.
Customer onboarding and adoption: Lead customer onboarding, implementation coordination, and end-user training to support a smooth transition to the clinical trial management platform.
Map customer clinical trial workflows to available product features and recommended practices, helping research sites improve operational efficiency and maximize technology adoption.
Develop adoption plans, monitor product usage, and proactively address barriers that may prevent customers from realizing the full value of the solution.
Retention and revenue growth: Take ownership of customer retention and revenue growth across the assigned portfolio, identifying opportunities to expand product usage and strengthen long-term partnerships.
Manage the end-to-end renewal process, including renewal planning, customer discussions, forecasting, and contract negotiations in collaboration with Legal and Finance teams.
Identify expansion opportunities and support commercial discussions, including pricing exceptions and deal desk processes where applicable.
Cross-functional collaboration: Represent the voice of the customer internally, communicating feedback and business needs to Sales, Product, Engineering, Support, and Learning teams.
Coordinate the resolution of customer issues and escalations, ensuring timely follow-up and effective communication throughout the process.
Partner with product and engineering stakeholders to validate new features, share customer insights, and help improve the overall user experience.
Account health and operational excellence: Monitor customer health indicators, including product usage, support tickets, clinical trial protocol volume, and other relevant performance metrics.
Identify potential retention risks early, develop mitigation plans, and take proactive steps to improve customer engagement and account stability.
Maintain accurate customer relationship management (CRM) records, account plans, renewal forecasts, and customer success documentation.
Apply structured customer success methodologies and data-driven insights to improve account management practices, customer outcomes, and portfolio performance.
Requirements:
Education: A bachelor's degree or an equivalent combination of education and relevant professional experience.
Professional experience: At least three years of experience in Customer Success, Account Management, Client Services, Clinical Research, Healthcare Technology, or a related field.
Relationship management: Demonstrated success managing customer relationships, engaging executive and operational stakeholders, and developing trusted partnerships with clients.
Customer retention and renewals: Proven ability to support customer retention, manage contract renewals, identify expansion opportunities, and contribute to revenue growth.
Communication and presentation: Excellent written and verbal communication skills, with the ability to present insights clearly, facilitate business reviews, and adapt messaging to different audiences.
Problem-solving: Strong analytical and problem-solving skills, including the ability to identify customer challenges, investigate underlying issues, coordinate solutions, and manage escalations effectively.
Organization and prioritization: Ability to manage multiple accounts, competing priorities, and time-sensitive deliverables in a fast-paced environment while maintaining accurate documentation and follow-through.
Healthcare and clinical research expertise: Familiarity with clinical research operations, clinical trial site workflows, healthcare technology, Software-as-a-Service (SaaS), or Clinical Trial Management Systems (CTMS) is preferred.
Enterprise customer experience: Experience supporting large healthcare organizations, Integrated Delivery Networks (IDNs), Academic Medical Centers (AMCs), or other complex enterprise customers is an advantage.
Commercial capabilities: Practical experience with contract negotiations, pricing exceptions, deal desk processes, renewal forecasting, or related commercial activities is preferred.
Customer success methodologies: Familiarity with customer health metrics, structured account planning, product adoption strategies, and proactive customer engagement practices.
Cross-functional collaboration: Ability to work effectively with Sales, Product, Engineering, Support, Legal, Finance, and other internal stakeholders to deliver a consistent customer experience.
Data-driven mindset: Comfort using customer usage data, account metrics, and CRM systems to monitor performance, identify risks, and guide account strategy.
Work authorization: Applicants must be authorized to work in the United States without requiring employer-sponsored work authorization now or in the future.
Benefits:
Competitive annual base salary: $90,000–$136,000, depending on location, relevant experience, education, training, and job-related skills.
Performance-based bonus: Additional bonus compensation beyond the stated base salary.
Equity opportunities: Equity compensation, offering the opportunity to participate in the company's long-term growth.
Healthcare coverage: Competitive benefits designed to support employees' overall health and well-being.
Flexible remote work: A fully remote position based in the United States.
Work-life balance: Flexibility and resources designed to support personal well-being alongside professional responsibilities.
Professional development: Opportunities to learn, develop new skills, and grow within a technology-driven healthcare environment.
Collaborative culture: The opportunity to work with multidisciplinary teams at the intersection of healthcare, data science, and technology.
Meaningful impact: The chance to help clinical research organizations improve their workflows, adopt innovative technology, and support more efficient clinical trials.
Inclusive workplace: A commitment to equal employment opportunities, respect for individuals, and an environment where employees can contribute, grow, and feel a sense of belonging.