Associate Customer Success Manager

OpenClinica

Associate Customer Success Manager at OpenClinica enhancing customer experience and satisfaction through effective communication and proactive problem-solving. Managing client relationships and driving product utilization.

Posted 4/22/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesJuniorMid-Level💰 $80,000 - $100,000 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.
Customer Onboarding: Lead the onboarding process for new customers, ensuring they understand and can fully utilize the product/service.
Customer Engagement: Develop and maintain positive relationships with customers, regularly reaching out to address their needs and ensure satisfaction. Identify account opportunities to support their business needs.
Issue Resolution: Address and resolve customer inquiries or concerns in a timely and effective manner, coordinating with internal teams as needed.
Product Education and Training: Educate customers on features, benefits, and best practices, providing training sessions and support documentation as needed.
Customer Retention and Growth: Monitor customer health metrics, proactively identifying risks, opportunities for expansion, and working with sales for upselling when appropriate.
Feedback Collection: Collect customer feedback, relay it to product and support teams, and work towards improving the overall customer experience.
Data Tracking and Reporting: Keep accurate records of customer interactions, updates, and engagements, providing reports and insights on customer satisfaction trends. 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).
Collaborate with Cross-Functional Teams: Work closely with product, sales, and support teams to ensure a cohesive customer experience.

Requirements

What you’ll need

2+ 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)
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. Associate Customer Success Manager 🔥 7 minutes ago 🍂 Massachusetts – Remote 💵 $80k - $100k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 🏆 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.
Customer Onboarding: Lead the onboarding process for new customers, ensuring they understand and can fully utilize the product/service.
Customer Engagement: Develop and maintain positive relationships with customers, regularly reaching out to address their needs and ensure satisfaction. Identify account opportunities to support their business needs.
Issue Resolution: Address and resolve customer inquiries or concerns in a timely and effective manner, coordinating with internal teams as needed.
Product Education and Training: Educate customers on features, benefits, and best practices, providing training sessions and support documentation as needed.
Customer Retention and Growth: Monitor customer health metrics, proactively identifying risks, opportunities for expansion, and working with sales for upselling when appropriate.
Feedback Collection: Collect customer feedback, relay it to product and support teams, and work towards improving the overall customer experience.
Data Tracking and Reporting: Keep accurate records of customer interactions, updates, and engagements, providing reports and insights on customer satisfaction trends. 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).
Collaborate with Cross-Functional Teams: Work closely with product, sales, and support teams to ensure a cohesive customer experience. 🎯 Requirements
2+ 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)
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 Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Partnership Success Manager 🔥 3 hours ago Ensemble Health Partners 5001 - 10000 ⚕️ Healthcare Insurance ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Partnership Success Manager at Ensemble responsible for client delivery program management and operational initiatives. Collaborating with senior leadership to drive performance improvement and client relationships. 🇺🇸 United States – Remote 💵 $84k - $126k / year 💰 Private Equity Round on 2022-03 ⏰ Full Time 🟢 Junior 🏆 Customer Success Customer Success Agent 🔥 4 hours ago Humana 10,000+ employees ⚕️ Healthcare Insurance Website LinkedIn All Job Openings Customer Success Agent supporting customers in navigating Medicare plans with empathy and guidance. Collaborating with sales and carrier partners for effective compliance in a remote capacity. 🇺🇸 United States – Remote 💵 $48.9k - $66.2k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 🏆 Customer Success 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Customer Success Coordinator 🔥 5 hours ago GoodRx 501 - 1000 ⚕️ Healthcare Insurance 💊 Pharmaceuticals 👥 B2C Website LinkedIn All Job Openings Customer Success Coordinator at GoodRx managing customer inquiries and support operations efficiently. Ensuring high-quality interactions and relationships with pharmacies and clients in a dynamic work environment. 🇺🇸 United States – Remote 💵 $2k - $4.1k / hour 💰 $100M Private Equity Round on 2020-09 ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success 🦅 H1B Visa Sponsor Customer Success Manager – Customer & Partnership Experience 🔥 6 hours ago Nielsen 10,000+ employees 📱 Media Website LinkedIn All Job Openings Customer Success Manager overseeing global customer and partner relationships at Nielsen. Driving engagement, managing escalations, and implementing solutions for enhanced satisfaction. 🇺🇸 United States – Remote 💵 $86.2k - $144k / year 💰 Post-IPO Debt on 2023-02 ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success 🦅 H1B Visa Sponsor Customer Success Representative 🔥 9 hours ago PCNA 1001 - 5000 🤝 B2B 🛍️ eCommerce Website LinkedIn All Job Openings Customer Service Representative facilitating a positive experience for PCNA customers. Handling inquiries, resolving issues, and coordinating with internal teams for seamless service. 🇺🇸 United States – Remote ⏰ Full Time 🟢 Junior 🏆 Customer Success 🚫👨‍🎓 No degree required View More Customer Success Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

customer successaccount managementvalue-based sellingcustomer onboardingdata trackingreportingproblem-solvingmultitaskingsales

Soft Skills

strong verbal communicationstrong written communicationcustomer-centric mindsetcollaborationrelationship buildingissue resolutioncustomer engagementfeedback collection

Certifications

Bachelor’s degree