This is a remote position.
The Customer Success Manager (CSM) is the primary point of contact for the most strategic customers of an eClinical SaaS platform, ensuring they maximize the value of the software. The CSM drives customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights.
The role involves building strong relationships with key stakeholders to understand their needs and delivering tailored solutions that align with their clinical trial objectives. The CSM works closely with business development, professional services, product, and support teams to ensure client partnerships run smoothly and deliver high impact.
A successful CSM is proactive in new user outreach and relationship development — actively seeking introductions to new client employees, understanding their roles and responsibilities, and identifying the tools and applications they currently use in their work.
Core Responsibilities
Customer Relationship Management
- Develop and maintain strong relationships with key stakeholders within assigned accounts.
- Conduct regular proactive meetings with customers to understand challenges, keep abreast of team and organizational changes, and drive plans and actions that improve adoption and customer value.
- Develop close, highly credible working relationships with stakeholders and decision-makers, achieving trusted-advisor status based on product expertise and a demonstrated ability to understand and address customer needs and clinical research business operations.
- Serve as the primary point of contact for all customer-related inquiries and escalations.
- Support comprehensive training and resources to users, tailored to their specific needs and workflows.
Customer Success Strategy
- Understand the clinical trial objectives and business goals of each key account.
- Develop and execute customized success plans that drive customer engagement and satisfaction.
- Monitor customer usage and proactively address any issues or areas for improvement.
Product Expertise & Support
- Gain deep knowledge of the eClinical software platform.
- Provide expert guidance and best practices to help customers optimize their use of the software.
- Collaborate with the support team to resolve technical issues and ensure timely responses.
Cross-Functional Collaboration
- Work closely with sales, product, and support teams to address client needs, escalate issues or product feedback, and otherwise advocate for the customer.
- Communicate customer feedback and insights to the product team for continuous improvement.
- Identify opportunities for upselling and expansion within key accounts.
Reporting & Analysis
- Track and report on metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates.
- Analyze data to identify trends, risks, and opportunities for account growth.
- Prepare and present reports to internal stakeholders and customers as needed.
- Manage and track Customer Health, Success Plans, and account touchpoints via CRM and Customer Success tools.
Required Qualifications
- Bachelor's degree in a related field (e.g., Life Sciences, Business, Information Technology) or equivalent experience.
- 5+ years of experience in customer success, account management, or a related role within the clinical trials or healthcare software industry.
- Strong understanding of clinical trial operations and regulations.
- Proven track record of managing and growing strategic accounts.
- Excellent written and verbal communication skills — comfortable communicating with stakeholders of varied backgrounds and levels of seniority, and adapting style accordingly.
- Adept at turning qualitative and quantitative data into compelling stories.
- Experience analyzing data and presenting compelling presentations in Quarterly Business Reviews.
- Ability to understand complex software and technical concepts.
- Proficiency with Salesforce and a desire to learn new technologies that support client-partner relationships.
- Detail-driven project manager with strong planning and implementation skills so nothing falls through the cracks.
- Able to manage highly complex projects and changing priorities for multiple customers with precision and speed.
- Strong problem-solving skills and attention to detail.
- Ability to travel up to 15% to meet with key accounts.
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