Customer Success Manager

📋 Description

• Generate pipeline within existing accounts by identifying and qualifying expansion opportunities (such as additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; collaborate with Account Executives to advance and close opportunities.

• Take commercial ownership of inbound opportunities by managing requests from existing customers through qualification, scoping, pricing alignment (in collaboration with Sales/Marketing), and converting them into closed-won revenue when applicable.

• Employ value-based selling by translating customer objectives and operational challenges into customized solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and facilitate upsell/cross-sell initiatives.

• Oversee and lead onboarding activities for new customers, which include: kick-off meetings, installation tickets, and support and documentation access.

• Introduce OpenClinica-related topics, ensuring customers are aware of all available resources and points of escalation; maintain regular communication during initial study implementation activities and review customer MSAs and various expansion work orders.

• Familiarize yourself with any non-traditional terms and collaborate with other OpenClinica colleagues to coordinate necessary resources.

• Create and present sales proposals and work orders as needed for renewal or upsell activities.

• Ensure timely updates to the CRM system to accurately reflect lost or won expansions.

• Develop strategies for upcoming customer renewals, aiming for a 90-day advance target; analyze the various components of each customer and provide appropriate recommendations.

• Manage a portfolio of accounts guided by specific key performance indicators to maintain low churn rates, high adoption, and elevated health scores.

• Build rapport through periodic customer meetings to understand their long-term strategic vision and goals, identifying account opportunities to address their business needs while focusing on customer utilization, maturity, and driving demand for additional solutions.

• Establish yourself as a trusted advisor through proactive communication, consistent follow-up on deliverables, and an unwavering commitment to service excellence, showcasing empathy and credibility.

• Gain insights into overall customer health to accurately identify areas of risk (related to opportunity or renewal) and outline mitigation strategies as necessary.

• Ensure customers are informed about the product roadmap, aligning it with their specific business needs and goals; collaborate with OpenClinica Product teams to communicate target timeframes and other pertinent information.

• Showcase newly released or upcoming features to customers, emphasizing feature benefits, use cases, and their connection to business needs.

• Promote product adoption through demonstrations and explanations of business value.

• Collect feedback when necessary and share it with OpenClinica Product teams as appropriate.

• Maintain accurate customer data in the CRM system, particularly regarding account details, contacts, opportunities, LOA scores, NPS/CSAT scores, meeting notes, risks, and other essential fields.

• Assist in the coordination or execution of annual customer surveys (NPS or CSAT); analyze data to identify Promoters, Passives, and Detractors, determining specific focus areas and necessary actions to mitigate risk. Classify customers from high to low touch based on risk level, annual revenue, industry impact, and referenceability, reviewing both on an individual customer basis and for cross-customer trends that may signify larger issues.

• Regularly review and analyze customer support data to identify trends for strategic customers that could indicate training opportunities, potential risks, or suggest other necessary actions.

• Prepare for and conduct internal monthly success review meetings with senior management, keeping them informed about accounts at risk of non-renewal and individual high-priority unmet customer needs.

⛳️ Requirements

• At least 5 years of experience in a customer success, account management, or account executive role.

• Experience in a client-facing SaaS position.

• Bachelor’s degree or equivalent experience.

• Strong preference for experience supporting NHS, UK public-sector, or UK life sciences/clinical research customers.

• Familiarity with UK business culture, communication norms, and healthcare or clinical research ecosystems.

• Experience interacting across UK and US time zones in a client-facing role.

• High level of comfort engaging with a substantial volume of customers through various mediums (phone, email, webinars).

• Strong sales acumen.

• Excellent verbal and written communication skills.

• Problem-solving capabilities paired with a customer-centric mindset.

• Strong collaborative mindset and skills.

• Proficiency in CRM software.

🏝️ Benefits

• Comprehensive health insurance plans.

• Opportunities for professional development and career advancement.

• Flexible working hours and the possibility of remote work.

• A supportive and inclusive work environment.