Customer Success Manager

RealTime eClinical Solutions is hiring a Customer Success Manager to serve as the primary point of contact for its most strategic customers. The role is remote, based anywhere in the United States, and focuses on helping clinical research clients get the most out of the company's eClinical software. It is a good fit for someone with at least five years in customer success or account management in clinical trials or healthcare software.

What you will do

• Build and maintain relationships with key stakeholders in assigned accounts.
• Hold regular proactive meetings with customers to understand their challenges, stay current on team and organizational changes, and drive plans that improve adoption and value.
• Become a trusted advisor by learning the product deeply and understanding how customers run their clinical research operations.
• Handle customer inquiries and escalations as the main point of contact.
• Support training and resources for users, tailored to their needs and workflows.
• Learn each key account's clinical trial objectives and business goals, then build and run customized success plans.
• Monitor customer usage and address issues or areas for improvement before they grow.
• Provide guidance and best practices so customers can optimize their use of the software.
• Work with the support team to resolve technical issues and keep response times on track.
• Collaborate with sales, product, and support teams to address client needs, escalate issues or product feedback, and advocate for the customer.
• Pass customer feedback and insights to the product team.
• Identify opportunities for upselling and expansion within key accounts.
• Track and report on metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates.
• Analyze data to spot trends, risks, and growth opportunities.
• Prepare and present reports to internal stakeholders and customers, including Quarterly Business Reviews.
• Manage customer health, success plans, and account touchpoints through CRM and customer success tools.
• Reach out to new users, seek introductions to new client employees, and learn their roles and the tools they use.

What they are looking for

• Bachelor's degree in a related field such as life sciences, business, or information technology, or equivalent experience.
• 5+ years in customer success, account management, or a related role in clinical trials or healthcare software.
• Strong understanding of clinical trial operations and regulations.
• A track record of managing and growing strategic accounts.
• Strong written and verbal communication, with the ability to adapt to stakeholders of varied backgrounds and seniority.
• Able to turn qualitative and quantitative data into clear stories and presentations.
• Comfortable understanding complex software and technical concepts.
• Proficiency with Salesforce and willingness to learn new technologies.
• Detail-driven project management and planning skills. PMP is a plus.
• Able to manage complex projects and shifting priorities for multiple customers at once.
• Experience at a high-growth SaaS business is preferred.
• Strong problem-solving skills and attention to detail.
• Gainsight knowledge is a plus.
• Ability to travel up to 15% to meet with key accounts.

Pay and benefits

The pay rate is based on experience and determined individually after an interview. Applicants must indicate their desired salary for the application to be considered.

• Company-sponsored health insurance, long-term disability, and life policy
• Unlimited paid time off
• 10 paid holidays
• Paid parental leave
• Work anniversary bonus
• Employee of the Quarter program
• Monthly $100 connectivity stipend reimbursement
• 401K match of 100% of the first 3% invested and 50% of the next 2%

About the company

RealTime eClinical Solutions provides cloud-based software to the clinical research industry. The company is based in San Antonio, Texas, but operates as a remote and telecommuting company. Its stated goal is to simplify clinical research processes and help advance medicine.

Successful candidates must complete and pass reference and background checks. All hired persons will be required to verify identity and eligibility to work in compliance with federal law. RealTime eClinical Solutions is an Equal Opportunity Employer.