Junior Client Success Manager

Junior Associate Client Success Manager

Massive Bio is an AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials by eliminating the barriers of geography, financial constraints, and information asymmetry that have historically limited enrollment. Founded in 2015 and headquartered in the US, Massive Bio is scaling its impact globally by powering operations across multiple countries and bringing innovative cancer treatment options to a rapidly growing and diverse population of patients. Through our proprietary AI platform, we connect individuals to clinical trials worldwide and partner with leading pharmaceutical companies, contract research organizations (CROs), and healthcare systems to accelerate drug development and expand equitable access to cutting-edge therapies.

The Junior Associate Client Success Manager supports the day-to-day execution of client success activities by coordinating client communications, meetings, documentation, study site information, and follow-up activities. This role works closely with Client Success Managers and cross-functional teams to ensure client requests, decisions, action items, site updates, and internal commitments are accurately documented, communicated, and tracked through completion. The Junior Associate Client Success Manager plays an important role in maintaining organized and consistent client operations, helping ensure that meetings are effectively coordinated, communications receive timely follow-up, client and study documentation remains current, and outstanding items are proactively managed. The ideal candidate is highly organized, detail-oriented, responsive, and comfortable managing multiple priorities across clients and studies in a fast-paced environment.

Key Responsibilities:

• Support day-to-day client communications, including monitoring client correspondence, coordinating responses, and ensuring emails and requests receive timely follow-up.
• Coordinate client meetings, including scheduling, calendar management, attendee coordination, and distribution of meeting materials.
• Assist Client Success Managers with the preparation and organization of client-facing agendas, presentations, messaging, and other meeting materials.
• Attend client meetings and prepare comprehensive meeting minutes capturing key discussions, client feedback, questions, requests, decisions, commitments, and next steps.
• Distribute meeting minutes and relevant follow-up communications to appropriate client and internal stakeholders.
• Maintain action item and follow-up trackers, ensuring owners, deadlines, dependencies, and outstanding items are clearly documented and kept current.
• Proactively follow up with internal stakeholders regarding outstanding client requests, deliverables, and action items to support timely completion.
• Circulate relevant client feedback, decisions, requests, and updates to appropriate cross-functional teams.
• Translate client requests and feedback into clearly documented internal actions, owners, and deadlines, with guidance from the Client Success Manager.
• Track outstanding client dependencies and internal commitments through resolution and flag overdue, unresolved, or potentially escalating items to the Client Success Manager.
• Process, maintain, and update study site lists, ensuring site information, recruitment statuses, activation information, and other relevant details are accurately reflected in internal systems and supporting materials.
• Maintain organized and accurate client and study documentation, including communication records, meeting materials, trackers, site lists, and other relevant files.
• Assist with recurring client reporting and coordinate the collection of required information and updates from internal teams according to established timelines.
• Support Client Success Managers with preparation for client meetings by identifying outstanding action items, unresolved questions, upcoming deadlines, and items requiring client discussion or escalation.
• Help maintain consistent communication and coordination across Client Success and cross-functional teams to ensure client commitments and deliverables remain on track.