OpenClinica logo

Customer Success Manager

OpenClinica
Department:Customer Success
Type:REMOTE
Remote Region:USA
Location:United States
Experience:Mid-Senior level
Estimated Salary:$70,000 - $95,000
Skills:
CUSTOMER SUCCESSACCOUNT MANAGEMENTCRM SOFTWARECOMMUNICATIONORGANIZATIONALPROBLEM-SOLVING
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Job Description

Posted on: February 1, 2025

About the Role and Team:

OpenClinica is a growing SaaS company in the clinical research industry that helps customers accelerate the process of bringing new medicines and devices to market. Customers around the world rely upon our suite of solutions to increase productivity and interoperability across a diverse spectrum of clinical studies. Our mottos of “make the complex easy” and “better data, faster,” reflect our commitment to improving healthcare as innovative problem-solvers who are passionate about technology!

The Customer Success Manager/Senior Customer Success Manager works to cultivate customers for life and mentor more junior team members. They act as internal champions on behalf of the Customer and externally, a trusted advisor. The key focus is to proactively work with Customers to support their business needs and strategic goals through product adoption, retention and value-added services.

Location: 100% Remote in the U.S.

Status: Full-time, Exempt

What You Will Do:

  • Coordinate and lead or shadow more junior team members on new customer onboarding activities inclusive of:
  • Kick-off meetings
  • Installation tickets
  • Support and documentation access
  • Other OpenClinica introductory topics
  • Bring awareness of all resources available to them as well as all points of escalation
  • Reach out frequently during initial study implementation activities
  • Review customer MSA’s and various expansion work orders. Become familiar with any non-traditional terms and work with other OpenClinica colleagues to coordinate resources as needed. Assist more junior team members as needed on contract details.
  • Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity. As needed, review the work orders of more junior team members. Ensure the CRM system is updated to reflect lost or won expansions in a timely manner.
  • Strategize on upcoming customer renewals, targeting 90 days in advance. Analyze the various components of each Customer and outline recommendations appropriately. As needed, provide guidance to more junior team members to help support consistency in renewal practices.
  • Maintain a portfolio of highly strategic and visible accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score.
  • Become a trusted advisor through proactive communications, consistent follow through on deliverables or actions and the persistent pursuit of a high level of service excellence. Be personable and display empathy, establish credibility.
  • Develop strong insights to the overall customer health to more easily and accurately identify areas of risk (opportunity or renewal related) and outline a mitigation strategy when necessary.
  • Ensure customer awareness of the product roadmap; tie to their specific business needs and goals. Partner with OpenClinica Product teams to relay target timeframes and other relevant information.
  • Demonstrate newly released or upcoming new features to customers. Focus on feature benefits, use cases and make the connection to their business needs.
  • Drive product adoption through demonstration and explanation of the business value. Gather feedback when necessary and share with OpenClinica Product teams as appropriate.
  • Ensure the CRM system contains accurate customer data (in particular account, contact, opportunity, LOA score, NPS/CSAT scores, meeting notes, risk and other key fields as necessary)
  • Assist in the coordination or conduct of annual customer surveys (NPS or CSAT). Analyze data and identify Promoters, Passives and Detractors. Determine specific areas of focus and where necessary action is required to mitigate risk. Classify Customers from high to low touch, based on risk level, annual revenue, industry impact and reference-ability. Review on a per Customer basis but also for cross-customer trends that imply a larger problem at hand.
  • Periodically review and analyze customer support data. Identify trends for strategic customers that could lead to training opportunities, potential risk or suggest other action is needed.
  • Prepare for and conduct internal monthly success review meetings with senior management. Inclusive of metrics, status and recommendations. Assist more junior team members as needed.
  • Keep senior management abreast of accounts at risk of non-renewal, individual high priority unmet customer needs.
  • Ensure the success of New Hires to the team by partaking in various on-boarding activities which may include training, shadowing opportunities and task oversight.
  • Partake in various internal projects as needed to support initiatives key to the success of OpenClinica.
  • Lead by example and demonstrate the core values that support OpenClinica’s culture and supportive environment.

Components to Success and Qualifications:

  • Experience: 5+ years in customer success, account management or a related customer-facing role.
  • Bachelor’s degree or equivalent experience.
  • Strong understanding of customer success principles, customer lifecycle, and account management.
  • Excellent verbal and written communication skills with the ability to present complex ideas clearly and persuasively.
  • Proven ability to build relationships and work collaboratively with customers and internal teams.
  • Problem-solving skills with the ability to manage customer challenges and provide effective solutions.
  • Strong organizational and time-management skills, with the ability to handle multiple priorities simultaneously.
  • Familiarity with CRM software and customer success tools.
  • Ability to work independently and as part of a team, with a customer-centric mindset.

Nice to Have:

  • Experience in a SaaS role within the life-science industry.
  • Familiarity with customer success KPIs like customer health scores, Net Promoter Score (NPS), churn, and retention metrics.
  • Strong interest in data-driven decision-making and using analytics to improve customer success outcomes.

What’s in it for you?

  • Competitive salary and on-target bonus eligibility.
  • Comprehensive Benefits: Health insurance, dental, vision, and retirement plans.
  • Paid Time Away: Flexible Time Off and 13 Holidays each year.
  • Your Future: 401(k) with company match, and professional growth and development opportunities.
  • Dynamic Culture: Work in a collaborative, supportive, and fast-paced environment with a passionate team.

OpenClinica is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at recruiting@openclinica.com.

Originally posted on LinkedIn

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