Customer Success Manager, Site Research

<h3>Accountabilities:</h3><li>
<strong>Customer relationship management:</strong>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.</li><li>Develop and maintain strategic account plans that align product capabilities with customer objectives, operational priorities, and long-term business goals.</li><li>Conduct regular business reviews, assess customer satisfaction, communicate performance insights, and identify opportunities to strengthen relationships and demonstrate product value.</li><li>
<strong>Customer onboarding and adoption:</strong>Lead customer onboarding, implementation coordination, and end-user training to support a smooth transition to the clinical trial management platform.</li><li>Map customer clinical trial workflows to available product features and recommended practices, helping research sites improve operational efficiency and maximize technology adoption.</li><li>Develop adoption plans, monitor product usage, and proactively address barriers that may prevent customers from realizing the full value of the solution.</li><li>
<strong>Retention and revenue growth:</strong>Take ownership of customer retention and revenue growth across the assigned portfolio, identifying opportunities to expand product usage and strengthen long-term partnerships.</li><li>Manage the end-to-end renewal process, including renewal planning, customer discussions, forecasting, and contract negotiations in collaboration with Legal and Finance teams.</li><li>Identify expansion opportunities and support commercial discussions, including pricing exceptions and deal desk processes where applicable.</li><li>
<strong>Cross-functional collaboration:</strong>Represent the voice of the customer internally, communicating feedback and business needs to Sales, Product, Engineering, Support, and Learning teams.</li><li>Coordinate the resolution of customer issues and escalations, ensuring timely follow-up and effective communication throughout the process.</li><li>Partner with product and engineering stakeholders to validate new features, share customer insights, and help improve the overall user experience.</li><li>
<strong>Account health and operational excellence:</strong>Monitor customer health indicators, including product usage, support tickets, clinical trial protocol volume, and other relevant performance metrics.</li><li>Identify potential retention risks early, develop mitigation plans, and take proactive steps to improve customer engagement and account stability.</li><li>Maintain accurate customer relationship management (CRM) records, account plans, renewal forecasts, and customer success documentation.</li><li>Apply structured customer success methodologies and data-driven insights to improve account management practices, customer outcomes, and portfolio performance.</li><h2>Requirements:</h2><li>
<strong>Education:</strong>A bachelor's degree or an equivalent combination of education and relevant professional experience.</li><li>
<strong>Professional experience:</strong>At least three years of experience in Customer Success, Account Management, Client Services, Clinical Research, Healthcare Technology, or a related field.</li><li>
<strong>Relationship management:</strong>Demonstrated success managing customer relationships, engaging executive and operational stakeholders, and developing trusted partnerships with clients.</li><li>
<strong>Customer retention and renewals:</strong>Proven ability to support customer retention, manage contract renewals, identify expansion opportunities, and contribute to revenue growth.</li><li>
<strong>Communication and presentation:</strong>Excellent written and verbal communication skills, with the ability to present insights clearly, facilitate business reviews, and adapt messaging to different audiences.</li><li>
<strong>Problem-solving:</strong>Strong analytical and problem-solving skills, including the ability to identify customer challenges, investigate underlying issues, coordinate solutions, and manage escalations effectively.</li><li>
<strong>Organization and prioritization:</strong>Ability to manage multiple accounts, competing priorities, and time-sensitive deliverables in a fast-paced environment while maintaining accurate documentation and follow-through.</li><li>
<strong>Healthcare and clinical research expertise:</strong>Familiarity with clinical research operations, clinical trial site workflows, healthcare technology, Software-as-a-Service (SaaS), or Clinical Trial Management Systems (CTMS) is preferred.</li><li>
<strong>Enterprise customer experience:</strong>Experience supporting large healthcare organizations, Integrated Delivery Networks (IDNs), Academic Medical Centers (AMCs), or other complex enterprise customers is an advantage.</li><li>
<strong>Commercial capabilities:</strong>Practical experience with contract negotiations, pricing exceptions, deal desk processes, renewal forecasting, or related commercial activities is preferred.</li><li>
<strong>Customer success methodologies:</strong>Familiarity with customer health metrics, structured account planning, product adoption strategies, and proactive customer engagement practices.</li><li>
<strong>Cross-functional collaboration:</strong>Ability to work effectively with Sales, Product, Engineering, Support, Legal, Finance, and other internal stakeholders to deliver a consistent customer experience.</li><li>
<strong>Data-driven mindset:</strong>Comfort using customer usage data, account metrics, and CRM systems to monitor performance, identify risks, and guide account strategy.</li><li>
<strong>Work authorization:</strong>Applicants must be authorized to work in the United States without requiring employer-sponsored work authorization now or in the future.</li><h2>Benefits:</h2><li>
<strong>Competitive annual base salary:</strong>$90,000–$136,000, depending on location, relevant experience, education, training, and job-related skills.</li><li>
<strong>Performance-based bonus:</strong>Additional bonus compensation beyond the stated base salary.</li><li>
<strong>Equity opportunities:</strong>Equity compensation, offering the opportunity to participate in the company's long-term growth.</li><li>
<strong>Healthcare coverage:</strong>Competitive benefits designed to support employees' overall health and well-being.</li><li>
<strong>Flexible remote work:</strong>A fully remote position based in the United States.</li><li>
<strong>Work-life balance:</strong>Flexibility and resources designed to support personal well-being alongside professional responsibilities.</li><li>
<strong>Professional development:</strong>Opportunities to learn, develop new skills, and grow within a technology-driven healthcare environment.</li><li>
<strong>Collaborative culture:</strong>The opportunity to work with multidisciplinary teams at the intersection of healthcare, data science, and technology.</li><li>
<strong>Meaningful impact:</strong>The chance to help clinical research organizations improve their workflows, adopt innovative technology, and support more efficient clinical trials.</li><li>
<strong>Inclusive workplace:</strong>A commitment to equal employment opportunities, respect for individuals, and an environment where employees can contribute, grow, and feel a sense of belonging.</li>