Customer Success Team Lead

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

📋 Description

• Lead, mentor, and develop the eClinical Customer Success team.

• Drive customer retention, renewals, expansions, study additions, and growth of Services within the existing customer base.

• Focus on enhancing Net Revenue Retention (NRR) performance.

• Collaborate with Sales and Account Executives to identify and advance growth opportunities within current accounts.

• Act as an escalation point for complex customer challenges.

• Coordinate the resolution of issues across Product, Support, Services, and Engineering teams.

• Monitor customer health, Salesforce pipelines, adoption trends, and account risks.

• Operationalize and scale customer engagement initiatives, including Quarterly Business Reviews (QBRs), health assessments, and management of executive stakeholders.

• Promote the adoption and expansion of OpenClinica platform offerings, which include Insight Reporting, Participate/ePRO, Randomization, and eConsent.

• Establish and refine Customer Success processes, KPIs, reporting systems, and operational workflows.

• Collaborate with Product and Leadership teams to convey customer feedback, market trends, and opportunities for product enhancements.

⛳️ Requirements

• Bachelor’s Degree is required.

• A minimum of 8 years of experience in Customer Success, Account Management, Clinical Operations, or similar client-facing SaaS roles.

• Proven experience managing enterprise customer relationships in software, technology, or clinical research settings.

• Previous experience leading or mentoring teams in customer-facing roles.

• Understanding of clinical trial operations, EDC platforms, or eClinical systems.

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

• Familiarity with UK business culture, communication standards, and healthcare or clinical research environments.

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

• Comfortable engaging with a high volume of customers via phone, email, and webinars.

• Excellent communication, relationship management, and organizational abilities.

• A commercial mindset with the capability to identify growth and expansion opportunities.

• Proficient in managing complex customer situations and facilitating cross-functional coordination.

• Data-driven, operationally focused, and adept at working in fast-paced settings.

• Nice to have: experience with CROs, sponsors, biotech, pharma, or academic research organizations.

• Nice to have: familiarity with SaaS metrics such as NRR, churn, expansion ARR, and renewal forecasting.

• Nice to have: experience in conducting QBRs and managing executive stakeholders.

🏝️ Benefits

• Fully remote work opportunity within the U.S.

• Competitive base salary of $140,000 per year.

• On-target earnings exceeding $160,000.

• Exempt status.