Customer Success Manager

OpenClinica

Customer Success Manager ensuring customer satisfaction for EHR-to-EDC solution. Driving product adoption, retention, and value-added services for clients in the clinical research field.

Posted 4/22/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

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.
Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity.
Maintain a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score.
Build rapport through periodic customer meetings and ensure customer awareness of the product roadmap; tie to their specific business needs and goals.

Requirements

What you’ll need

5+ years in customer success, account management or a related customer-facing role.
Bachelor's degree or equivalent experience.
Experience in a client-facing SaaS 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.
Ability to multitask and handle multiple accounts.
Proficiency in CRM software.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account OpenClinica Website LinkedIn All Job Openings 51 - 200 employees Founded 2004 ☁️ SaaS 💊 Pharmaceuticals 🧬 Biotechnology 💰 Private equity on 2023-03 SaaS
Pharmaceuticals
Biotechnology OpenClinica is a practical eClinical SaaS platform that unites electronic data capture (EDC), eConsent, eCOA, randomization, EHR-to-EDC integration, reporting & analytics, and patient recruitment tools for clinical research. Built for small to midsize sponsors, CROs, academic medical centers, and research teams, it accelerates study setup, reduces data queries, and supports compliance with robust customer success, onboarding, and 24/5 support. The platform powers thousands of studies worldwide and is used by pharma, biotech, medtech, government, and academic institutions to run more efficient clinical trials and improve patient enrollment and data quality. Customer Success Manager 🔥 11 minutes ago 🍂 Massachusetts – Remote 💵 $100k - $120k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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.
Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity.
Maintain a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score.
Build rapport through periodic customer meetings and ensure customer awareness of the product roadmap; tie to their specific business needs and goals. 🎯 Requirements
5+ years in customer success, account management or a related customer-facing role.
Bachelor's degree or equivalent experience.
Experience in a client-facing SaaS 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.
Ability to multitask and handle multiple accounts.
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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementvalue-based sellingsales proposalsupsellcross-sellSaaSproblem-solvingmultitaskingCRM software

Soft Skills

communicationcollaborationcustomer-centric mindsetrapport buildingorganizational skillsadaptabilityengagementstakeholder managementdiscoveryaccount mapping

Certifications

Bachelor's degree