Customer Success Manager

Customer Success Manager (CSM)
We are seeking a Customer Success Manager to serve as the primary client liaison, guiding clients from contract inception through their entire journey. This role is pivotal to our platform's success, ensuring clients fully leverage its capabilities.

Key Responsibilities

• Client Onboarding & Training: Lead comprehensive training for new users across all products. Become a subject-matter expert to help clients maximize the platform's features and functionality.

• Client Engagement & Relationship Building: Proactively engage with new team members at each client organization, understanding their roles and workflows. Provide valuable insights on how products can streamline their processes. Build lasting relationships across independent research sites, health systems, and academic medical centers.

• Strategic Communication with Executives: Collaborate with client executives, who may not be day-to-day users but are key data stakeholders, to align the platform's reporting capabilities with organizational objectives. Conduct Quarterly Business Reviews (QBRs) to share insights, ensure data integrity, and guide executive teams on leveraging metrics for process efficiency and performance.

• Performance Accountability: Consistently maintain a standard of billable hours, with a goal of achieving a minimum of 20 billable professional services hours per week after the probation period.

Qualifications

• Experience: Minimum of 5 years post-college in a consultative role, such as Customer Success, Project Management, or a related field, ideally within software services or consulting. Experience in clinical research or clinical operations is a plus.

• Education: Bachelor's degree or equivalent experience.

• Technical Proficiency: Ability to quickly learn and teach software solutions.

• Communication Skills: Excellent written and verbal communication skills with the confidence to engage effectively with C-level executives.

• Self-Motivation: Strong ability to work independently in a remote setting, managing time and productivity efficiently.

Why Join Our Team?

• Join a rapidly growing organization committed to advancing clinical research through innovative technology.
• Be part of a team of "A-players" dedicated to customer success and innovation.
• Competitive salary and opportunities for career growth in a collaborative, remote-friendly environment.

Start Date: December 1st preferred but flexible for the right candidate.