Associate Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary daily contact for managing accounts within a designated portfolio.

• Oversee customer system usage and adoption via the CSM platform, serving as the escalation contact for any related client concerns.

• Inform and upsell clients on system functionalities that are most pertinent to their portfolio and use case.

• Accurately and promptly record customer interactions, issues, and resolutions in the CSM platform.

• Provide exceptional, world-class service at every point of customer engagement.

• Ensure clear communication, effective problem-solving, and basic conflict-resolution assistance for clients.

• Collaborate with colleagues across the organization to relay customer feedback and identify recurring patterns.

• Engage in team meetings, share insights, and fulfill assigned tasks.

• Develop and maintain product expertise through continuous training and self-directed study.

• Aid in the creation of customer-facing materials, training documentation, and internal knowledge base articles.

• Implement established policies, procedures, and industry best practices during all customer interactions.

• Monitor key performance indicators that align with the company's customer solution strategy.

• Adhere to the HIPAA Privacy Rule; this position may involve access to Protected Health Information (PHI) as part of daily responsibilities.

⛳️ Requirements

• A Bachelor’s degree (e.g., in Life Sciences, Business, or Information Technology).

• 1–2 years of professional experience in a B2B SaaS customer-facing role such as Customer Success, Account Management, Implementation, or Technical Support, or relevant operational experience at a clinical research site, sponsor, or CRO.

• Proven experience in managing customer accounts or resolving issues through a ticketing system or CRM platform.

• Familiarity with workflows in clinical research, healthcare, or life sciences, including comfort with terms like protocol, IRB, site, sponsor, CRO, monitor, and source documentation.

• Demonstrated ability to communicate effectively and professionally with external stakeholders, both verbally and in writing.

• Strong organizational abilities with the capability to manage competing priorities and deadlines independently.

• Proficient in web-based business applications and quick to learn new software platforms.

• Comfort with ambiguity and adaptability in a fast-paced, changing environment.

🏝️ Benefits

• Health insurance.

• Long-term disability.

• Life insurance.

• Unlimited Paid Time Off.

• 10 paid Holidays.

• Paid Parental Leave.

• Work Anniversary Bonus.

• Participation in the Employee of the Quarter Program.

• Monthly $100 Connectivity Stipend Reimbursement.

• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.