Customer Success Manager

RealTime eClinical Solutions

Customer Success Manager at RealTime ensuring strategic customers effectively utilize eClinical software. Building relationships and providing expert guidance for satisfaction and growth.

Posted 7/28/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and account management within the clinical trials and healthcare software industry, with a strong focus on driving customer satisfaction and retention through strategic insights and tailored solutions.

Highest-signal resume keywords

Customer Success ManagementClinical Trial OperationsSalesforce ProficiencyData Analysis and PresentationProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementData AnalysisStrategic PlanningKPI Tracking

Soft Skills

Excellent CommunicationRelationship BuildingProblem SolvingDetail-OrientedProactive Support

Tools & Technologies

SalesforceEClinical Software

Industry Keywords

Healthcare SoftwareClinical TrialsRegulationsStakeholder EngagementQuarterly Business Reviews

Tech Stack

Tools & technologies

JavaScriptMariaDBMySQLPHPReactSQL

About the role

Key responsibilities & impact

Be the primary point of contact for our most strategic customers.
Ensure customers maximize the value of our eClinical software.
Drive customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights.
Build strong relationships with key stakeholders to understand their needs and deliver tailored solutions.
Conduct regular proactive meetings with customers to understand challenges and drive plans.
Develop and execute customized success plans that drive customer engagement and satisfaction.
Gain deep knowledge of RealTime’s eClinical software and provide expert guidance.
Collaborate with sales, products, and support teams to address client needs and escalate issues as necessary.
Track and report on metrics and KPIs, including usage and satisfaction.

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.
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.
A detail-driven project manager with strong planning and implementation skills.
Ability to travel is needed to meet with key accounts (up to 15%).

Benefits

Comp & perks

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.