eClinical 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, Services growth, and Net Revenue Retention (NRR).

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

• Act as an escalation point for complex customer challenges and coordinate solutions across Product, Support, Services, and Engineering.

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

• Operationalize and scale customer engagement initiatives, including QBRs, health reviews, and executive stakeholder management.

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

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

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

⛳️ Requirements

• Bachelor’s Degree is mandatory.

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

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

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

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

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

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

• Excellent communication, relationship management, and organizational abilities.

• Commercially minded with the capability to identify growth and expansion opportunities.

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

• Data-driven, operationally oriented, and adaptable in fast-paced environments.

• Experience with 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 with CROs, sponsors, biotech, pharma, or academic research organizations is a plus.

• Knowledge of SaaS metrics including NRR, churn, expansion ARR, and renewal forecasting is advantageous.

• Experience conducting QBRs and managing executive stakeholders is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Collaborative and innovative work environment.