Customer Success Manager

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

📋 Description

• Generation of Pipeline within Current Accounts: Recognize and assess opportunities for expansion (additional studies, modules, or services) by engaging in proactive discovery, account mapping, and interaction with key stakeholders; collaborate with Account Executives to advance and finalize opportunities.

• Ownership of Inbound Commercial Opportunities: Oversee incoming requests from existing clients through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue when applicable.

• Selling Based on Value: Convert customer objectives and operational issues into customized solution recommendations, positioning product features (e.g., reporting, recruitment optimization, integrations) to foster measurable ROI and facilitate upsell/cross-sell initiatives.

• Coordinate and spearhead new customer onboarding processes, including: Kick-off meetings, Installation tickets, Support and documentation access.

• Other introductory topics related to OpenClinica: Increase awareness of all available resources and escalation points; maintain frequent contact during initial study implementation activities; review customer Master Service Agreements and various expansion work orders.

• Gain familiarity with any unconventional terms and collaborate with other OpenClinica colleagues to synchronize resources as required.

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

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

• Plan for upcoming customer renewals, aiming for a target 90 days in advance; analyze different components of each customer and provide appropriate recommendations.

• Manage a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption, and a strong health score.

• Through regular customer meetings, build relationships and understand their long-term strategic vision and goals; identify account opportunities to meet their business needs; focus on customer utilization, maturity, and stimulate demand for additional solutions.

• Establish yourself as a trusted advisor through proactive communication, consistent follow-through on commitments, and a relentless pursuit of high service excellence; be personable, empathetic, and credible.

• Develop strong insights into overall customer health to more easily and accurately identify areas of risk (related to opportunities or renewals) and outline necessary mitigation strategies.

• Ensure customers are aware of the product roadmap; align it with their specific business needs and goals; collaborate with OpenClinica Product teams to communicate target timelines and other pertinent information.

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

• Promote product adoption by demonstrating and explaining its business value.

• Gather feedback when needed and relay it to OpenClinica Product teams as appropriate.

• Maintain accurate customer data in the CRM system (specifically account, contact, opportunity, LOA score, NPS/CSAT scores, meeting notes, risk, and other essential fields as required).

• Assist in coordinating or conducting annual customer surveys (NPS or CSAT); analyze data to identify Promoters, Passives, and Detractors; determine specific areas of focus and necessary actions to mitigate risk; classify customers from high to low touch based on risk level, annual revenue, industry impact, and referenceability; review on a per-customer basis and for cross-customer trends that indicate broader issues.

• Periodically review and analyze customer support data; identify trends for strategic customers that may lead to training opportunities, potential risks, or suggest other necessary actions.

• Prepare for and facilitate internal monthly success review meetings with senior management; keep senior management updated on accounts at risk of non-renewal and individual high-priority unmet customer needs.

⛳️ Requirements

• 5+ years in a customer success, account management, or account executive position.

• Experience in a client-facing SaaS environment.

• Bachelor’s degree or equivalent experience.

• Experience supporting NHS, UK public-sector, or UK life sciences/clinical research customers is strongly preferred.

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

• Experience working across UK and US time zones in a client-facing capacity.

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

• Strong sales expertise.

• Excellent verbal and written communication skills.

• Problem-solving capabilities and a customer-centric mindset.

• Strong collaborative mindset and skills.

• Proficiency in CRM software.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible working arrangements.

• A supportive and inclusive work environment.