Customer Success Manager

Job Description

Job Description

About OpenClinica:

OpenClinica enables organizations to recruit participants and conduct clinical studies through connected solutions that simplify operations and accelerate discovery, making clinical trials more efficient and effective with advanced technology and recruitment solutions. Our industry-leading EHR-to-EDC connectivity automates source data acquisition, reduces errors, and eliminates delays, while our precision recruitment solutions help teams enroll the right participants with ease. Trusted by the world's leading life sciences companies, academic institutions, and government agencies, OpenClinica bridges the gap between healthcare and research.

About the Role:

This Customer Success Manager works to cultivate customers for life in the UK and broader NHS / public-sector. They act as internal champions on behalf of the Customer and externally, a trusted advisor. The key focus is to proactively work with Customers to support their business needs and strategic goals through product adoption, retention and value-added services.

This role primarily supports OpenClinica’s UK and broader NHS / public-sector client base. The ideal candidate has experience working with NHS organizations, UK-based research institutions, CROs, or life sciences customers and understands the operational, regulatory, and communication nuances of supporting UK customers. While this is a US-based role, preference will be given to candidates located on the US East Coast to enable strong overlap with UK business hours and customer needs.

• Location: Fully Remote in the U.S. (East Coast preferred)
• Status: Full-time, Exempt
• Reports to: VP of Customer Success
• Comp.: Base Salary = $100,000. Commission Eligible for On Target Earnings = $120,000+

What You Will Do:

• Pipeline Generation within Existing Accounts: Identify and qualify expansion opportunities (additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; partner with Account Executives to progress and close opportunities.
• Commercial Ownership of Inbound Opportunities: Manage inbound requests from existing customers through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue where applicable.
• Value-Based Selling: Translate customer goals and operational challenges into tailored solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and support upsell/cross-sell motions.
• Coordinate and lead new customer onboarding activities inclusive of:
  • Kick-off meetings
  • Installation tickets
  • Support and documentation access
  • Other OpenClinica introductory topics
  • Bring awareness of all resources available to them as well as all points of escalation
  • Reach out frequently during initial study implementation activities
• Review customer MSA’s and various expansion work orders. Become familiar with any non-traditional terms and work with other OpenClinica colleagues to coordinate resources as needed.
• Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity. Ensure the CRM system is updated to reflect lost or won expansions in a timely manner.
• Strategize on upcoming customer renewals, targeting 90 days in advance. Analyze the various components of each Customer and outline recommendations appropriately.
• Maintain a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score.
• Through periodic customer meetings, build rapport and learn about their long term strategic vision and goals. Identify account opportunities to support their business needs. Focus on customer utilization, maturity, and drive demand for incremental solutions.
• Become a trusted advisor through proactive communications, consistent follow through on deliverables or actions and the persistent pursuit of a high level of service excellence. Be personable and display empathy, establish credibility.
• Develop strong insights to the overall customer health to more easily and accurately identify areas of risk (opportunity or renewal related) and outline a mitigation strategy when necessary.
• Ensure customer awareness of the product roadmap; tie to their specific business needs and goals. Partner with OpenClinica Product teams to relay target timeframes and other relevant information.
• Demonstrate newly released or upcoming new features to customers. Focus on feature benefits, use cases and make the connection to their business needs.
• Drive product adoption through demonstration and explanation of the business value. Gather feedback when necessary and share with OpenClinica Product teams as appropriate.
• Ensure the CRM system contains accurate customer data (in particular account, contact, opportunity, LOA score, NPS/CSAT scores, meeting notes, risk and other key fields as necessary)
• Assist in the coordination or conduct of annual customer surveys (NPS or CSAT). Analyze data and identify Promoters, Passives and Detractors. Determine specific areas of focus and where necessary action is required 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 but also for cross-customer trends that imply a larger problem at hand.
• Periodically review and analyze customer support data. Identify trends for strategic customers that could lead to training opportunities, potential risk or suggest other action is needed.
• Prepare for and conduct internal monthly success review meetings with senior management.
• Keep senior management abreast of accounts at risk of non-renewal, individual high priority unmet customer needs.

Qualifications:

Required:

• Experience: 5+ years in a customer success, account management, or account executive role
• Experience in a client-facing SaaS role
• Bachelor’s degree or equivalent experience
• Experience supporting NHS, UK public-sector, or UK life sciences / clinical research customers 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 role
• Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)
• Strong Sales know-how
• Strong verbal and written communication skills
• Problem-solving abilities and a customer-centric mindset
• Strong collaboration mindset and capabilities
• Proficiency in CRM software

Nice To Have:

• East Coast US location strongly preferred to support overlap with UK customer hours
• Experience in the life-science industry