Customer Success Manager

OpenClinica

Customer Success Manager supporting UK clients by driving product adoption and retention. Engaging with customers for business needs in healthcare and clinical research sectors.

Posted 5/9/2026full-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 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.

Requirements

What you’ll need

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

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 🔥 9 minutes ago 🍂 Massachusetts – Remote 💵 $100k - $120k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter 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 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. 🎯 Requirements
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
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Hard Skills & Tools

customer successaccount managementaccount executiveSaaSsales proposalsvalue-based sellingCRM softwaredata analysiscustomer health metricscustomer onboarding

Soft Skills

communication skillsproblem-solvingcustomer-centric mindsetcollaborationrapport buildingempathyservice excellencestrategic thinkingadaptabilityleadership

Certifications

Bachelor's degree