eClinical Customer Success Team Lead

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

📋 Description

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

• Enhance customer retention, renewals, expansions, study additions, and Services growth within the installed base, with a focus on Net Revenue Retention (NRR).

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

• Act as a point of escalation for intricate customer issues, orchestrating resolution across Product, Support, Services, and Engineering teams.

• Track customer health, Salesforce pipelines, adoption trends, and account risks to proactively foster retention and expansion results.

• Implement 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, such as Insight Reporting, Participate/ePRO, Randomization, eConsent, and related solutions.

• Establish and enhance Customer Success processes, Key Performance Indicators (KPIs), reporting, and operational workflows.

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

⛳️ Requirements

• Bachelor’s Degree is required.

• At least 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 guiding customer-facing teams.

• Knowledge of clinical trial operations, Electronic Data Capture (EDC) platforms, or eClinical systems.

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

• Understanding of UK business culture, communication practices, and healthcare or clinical research ecosystems.

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

• Must be legally authorized to work in the United States without requiring employer sponsorship.

• High level of comfort when interacting with numerous customers via phone, email, and webinars.

• Excellent communication, relationship management, and organizational abilities.

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

• Ability to manage complex customer scenarios and cross-functional collaboration.

• Data-driven, operationally inclined, and comfortable operating in fast-paced environments.

• Nice to have: experience with Contract Research Organizations (CROs), sponsors, biotech, pharmaceutical, or academic research institutions.

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

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off and holiday leave.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.