Associate Customer Success Manager

RealTime eClinical Solutions

Associate Customer Success Manager at RealTime eClinical Solutions delivering exceptional client experiences and supporting customer engagement as part of the Customer Success team.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Serve as the day-to-day point of contact for developing accounts within an assigned book of business
Monitor customer system utilization and adoption through the CSM platform, serving as the escalation point for related client issues
Educate and upsell customers on system features most relevant to their portfolio and use case
Document customer interactions, issues, and resolutions accurately and promptly within the CSM platform
Deliver professional, world-class experiences at every customer touchpoint
Provide clear communication, problem-solving, and basic conflict-resolution support to customers
Collaborate with peers across the organization to share customer feedback and identify recurring trends
Participate in team meetings, contribute insights, and complete assigned action items
Build and maintain product knowledge through ongoing training and self-directed learning
Assist in preparing customer-facing materials, training documentation, and internal knowledge base articles
Apply established policies, procedures, and industry best practices in all customer interactions
Track key performance indicators that align with the company’s customer solution strategy
Uphold the HIPAA Privacy Rule; this role may view Protected Health Information (PHI) as part of daily duties

Requirements

What you’ll need

Bachelor’s degree (e.g., Life Sciences, Business, Information Technology)
1–2 years of professional experience in a B2B SaaS customer-facing role - Customer Success, Account Management, Implementation, or Technical Support, or equivalent operational experience at a clinical research site, sponsor, or CRO
Demonstrated experience managing customer accounts or owning issue resolution through a ticketing or CRM platform
Working familiarity with clinical research, healthcare, or life sciences workflows, including comfort with terms such as protocol, IRB, site, sponsor, CRO, monitor, and source documentation
Proven ability to communicate clearly and professionally with external stakeholders, both verbally and in writing
Strong organizational skills with the ability to manage competing priorities and deadlines independently
Proficiency with web-based business applications and the ability to learn new software platforms quickly
Comfort with ambiguity and adaptability in a fast-paced, evolving environment

Benefits

Comp & perks

Health insurance
Long-term disability
Life insurance
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

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementissue resolutionticketing systemCRM platformweb-based business applicationsdata trackingperformance indicatorsdocumentationtraining materials

Soft Skills

clear communicationproblem-solvingconflict resolutionorganizational skillstime managementcollaborationadaptabilitycustomer serviceinsight contributionself-directed learning