Customer Success Manager

RealTime eClinical Solutions

Customer Success Manager at RealTime eClinical Solutions maximizing strategic customers' value from eClinical software. Building relationships and driving customer satisfaction and growth in the clinical research industry.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Develop and maintain strong relationships with key stakeholders within assigned accounts.
Conduct regular proactive meetings with customers to understand challenges, keep abreast of team and organizational changes, and drive plans and actions that improve adoption and customer value
Develop close, highly credible working relationships with stakeholders and decision-makers, achieving status as a trusted advisor based on your product expertise and a demonstrated ability to understand and address customer needs and clinical research business operations
Serve as the primary point of contact for all customer-related inquiries and escalations.
Support comprehensive training and resources to users, tailored to their specific needs and workflows.
Understand the clinical trial objectives and business goals of each key account.
Develop and execute customized success plans that drive customer engagement and satisfaction.
Monitor customer usage and proactively address any issues or areas for improvement.
Gain deep knowledge of RealTime’s eClinical software.
Provide expert guidance and best practices to help customers optimize their use of the software.
Collaborate with the support team to resolve technical issues and ensure timely responses.
Work closely with sales, products, and support teams to address client needs, escalate issues or product feedback, or otherwise advocate for the customer.
Communicate customer feedback and insights to the product team for continuous improvement.
Identify opportunities for upselling and expansion within key accounts.
Track and report on metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates.
Analyze data to identify trends, risks, and opportunities for account growth.
Prepare and present reports to internal stakeholders and customers as needed.
Manage and Track Customer Health, Success Plans, Account touchpoints, etc. via CRM and Customer Success tools.

Requirements

What you’ll need

Bachelor’s degree in a related field (e.g., Life Sciences, Business, Information Technology) or equivalent experience.
5+ years of experience in customer success, account management, or a related role within the clinical trials or healthcare software industry.
Strong understanding of clinical trial operations and regulations.
Proven track record of managing and growing strategic accounts.
Excellent written and verbal communication skills – comfortable communicating with stakeholders of varied backgrounds and levels of seniority, with the ability to adapt style accordingly.
Adept at turning qualitative and quantitative data into compelling stories.
Experienced in analyzing data and presenting compelling presentations in Quarterly Business Reviews
Ability to understand complex software and technical concepts.
Proficiency with Salesforce and a desire to learn new technologies that support our client-partner relationships.
A detail-driven project manager with strong planning and implementation skills, such that nothing ever falls through the cracks.
PMP a plus
Able to manage highly complex projects and changing priorities for multiple customers with precision and speed.
Experience working for a high-growth SaaS business is preferred.
Strong problem-solving skills and attention to detail.
Gainsight knowledge a plus
Ability to travel is needed to meet with key accounts (up to 15%)

Benefits

Comp & perks

The company sponsors health insurance
long-term disability
life policy
Unlimited Paid Time Off
10 paid Holidays
Paid Parental Leave
Work Anniversary Bonus
Participation in the Employee of the Quarter Program
Monthly $100 Connectivity Stipend Reimbursement
RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer successaccount managementclinical trial operationsdata analysisproject managementupsellingKPI trackingpresentation skillssoftware optimizationCRM management

Soft Skills

relationship buildingcommunicationproblem-solvingattention to detailadaptabilityplanningimplementationstakeholder engagementtrust buildingcustomer advocacy

Certifications

Bachelor's degreePMP