Customer Success Team Lead

OpenClinica

Customer Success Team Lead responsible for full researcher journey, improving processes, and managing client relationships. Overseeing recruitment content creation and providing mentorship in a remote setting.

Posted 7/16/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesSenior💰 $120,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer success initiatives, enhancing client relationships, and driving retention strategies. Proficient in coordinating cross-functional teams and improving customer satisfaction processes.

Highest-signal resume keywords

Customer Success ManagementClient Relationship BuildingKPI Tracking and ManagementClinical Trial ManagementMentorship and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client-Facing ExperienceMarketing Campaign CoordinationCustomer Satisfaction ImprovementAccount ManagementData Analysis for KPIs

Soft Skills

Effective CommunicationProblem SolvingTeam CollaborationTrust BuildingMentoring

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Clinical ResearchCustomer RetentionSales ProcessRecruitment CampaignsCustomer Feedback

About the role

Key responsibilities & impact

Manage & oversee the creation of various marketing and study recruitment materials
Coordinate across internal and external teams to launch recruitment campaigns
Build and maintain strong, long-lasting relationships with our researchers
Help resolve escalated and complex questions and issues from customers
Provide coaching, guidance, and mentorship to Customer Success Associates
Make improvements to our current customer satisfaction methods and processes
Communicate effectively with both clients and colleagues to understand & service customer needs, maximize retention and growth, and communicate performance
Act independently in directly managing the Success team & tracking + driving efficiencies across all relevant KPIs with a focus on Net Revenue Retention
Conduct client-facing calls and coordinate action items across internal and external teams
Triage client support issues and deliver best-in-class service
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
Help gather feedback from our customers to inform our sales process, product roadmap, and marketing opportunities

Requirements

What you’ll need

3+ years of professional experience in client-facing roles, including customer success, marketing, account management, or sales.
A clinical background as a research coordinator or experience running or managing clinical trials
Bachelor's Degree in related field.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development opportunities