Customer Success Manager, Site Research
New
J
JobgetherClinical research technology
Based in the United StatesFull-TimeManager
Salary$90,000–$136,000, depending on location, relevant experience, education, training, and job-related skills. Additional bonus compensation beyond the stated base salary. Equity compensation
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Job Details
- Experience
- At least three years of experience in Customer Success, Account Management, Client Services, Clinical Research, Healthcare Technology, or a related field.
- Required Skills
- Customer SuccessSaaSAccount Management
Requirements
- Hold a bachelor's degree or have an equivalent combination of education and relevant professional experience.
- Have at least three years of experience in Customer Success, Account Management, Client Services, Clinical Research, Healthcare Technology, or a related field.
- Demonstrate success managing customer relationships and engaging executive and operational stakeholders.
- Have experience supporting customer retention, contract renewals, expansion opportunities, or revenue growth.
- Communicate effectively in writing and verbally, present insights, and facilitate business reviews.
- Apply analytical and problem-solving skills to investigate customer challenges and manage escalations.
- Manage multiple accounts and competing priorities while maintaining accurate documentation and follow-through.
- Be familiar with customer health metrics, account planning, product adoption strategies, and proactive customer engagement.
- Work effectively with Sales, Product, Engineering, Support, Legal, Finance, and other internal stakeholders.
- Use customer usage data, account metrics, and CRM systems to monitor performance, identify risks, and guide account strategy.
- Familiarity with clinical research operations, clinical trial site workflows, healthcare technology, SaaS, or CTMS is preferred.
- Experience with enterprise healthcare customers and commercial activities such as contract negotiations, pricing exceptions, deal desk processes, or renewal forecasting is preferred or advantageous.
Responsibilities
- Serve as the primary trusted advisor for an assigned portfolio of clinical research technology customers.
- Develop and maintain strategic account plans aligned with customer objectives and operational priorities.
- Conduct business reviews, assess customer satisfaction, communicate performance insights, and demonstrate product value.
- Lead customer onboarding, implementation coordination, and end-user training for the clinical trial management platform.
- Map customer clinical trial workflows to product features and recommended practices, and monitor adoption.
- Manage customer retention, renewal planning, forecasting, contract negotiations, and expansion opportunities.
- Represent customer feedback internally and coordinate issue resolution with cross-functional teams.
- Monitor customer health indicators, identify retention risks, and develop mitigation plans.
- Maintain CRM records, account plans, renewal forecasts, and customer success documentation.
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