Trialfacts

Client Success Manager

Trialfacts

full-time

Posted on:

Location Type: Remote

Location: South Africa

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About the role

  • As Client Success Manager, you are a senior, client-facing leader and core member of the Trialfacts Leadership Team.
  • You own client outcomes end-to-end across active clients in the US and Australia, leading the team responsible for delivery, expectation-setting, escalation management, and internal coordination.
  • This is not a reactive support role. You set direction, guide teams, and work proactively with clients to drive strong outcomes, consistency, and trust.
  • You’ll work closely with Sales, Operations, Tech, and Leadership to ensure delivery quality, retention, and long-term client success.

Requirements

  • Proactive Client Success Leadership – You’ve owned client outcomes end-to-end, led client-facing teams, and partnered proactively with clients across complex accounts in a cross-functional, remote environment.
  • Trusted Advisor, Not Order-Taker – You’ve used judgment and expertise to guide clients toward effective approaches, rather than simply executing requests.
  • Strategic Client Mindset – You think beyond day-to-day delivery, prioritize based on impact, and confidently deprioritize low-value or high-visibility work when needed.
  • People Leadership Capability – You’ve developed talent through coaching and delegation, set clear expectations, and hold teams accountable for results.
  • Impact-Based and Client-Centric Approach – You’ve prioritized decisions based on client impact and measurable outcomes across delivery, prioritization, escalation, and resourcing decisions, clearly explaining trade-offs and escalating early to protect results.
  • Cross-functional alignment – You’ve aligned multiple internal teams around shared priorities, roles, and outcomes to drive coordinated execution.
  • Data-Driven Performance Management – You’ve delivered consistent KPI outcomes (such as client satisfaction, delivery pace, or retention) through disciplined execution and clear processes.
  • Clear, Executive-level Communication – You communicate priorities, decisions, and changes clearly with both clients and internal stakeholders, reducing errors and rework.
  • Quality, Reliability, and Trust – You’ve maintained high delivery standards, accuracy, and data integrity even during periods of change or pressure.
  • Scalable Remote Leadership – You’ve managed team capacity and concerns effectively in a remote, cross-cultural environment, sustaining performance without quality degradation.
  • Proactive Issue and Risk Management – You’ve anticipated risks, surfaces issues early, addresses them decisively with clear ownership, and seeks the right support when needed to protect client outcomes.
Benefits
  • Competitive compensation – Stable and above-market monthly pay
  • Unlimited PTO you’ll actually use – Take paid leave whenever you choose.
  • Real flexibility – Work from anywhere and thrive in an async-first culture.
  • Paid learning and growth – We cover courses, books, and hands-on learning so you can keep building real, in-demand tech skills.
Applicant Tracking System Keywords

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

Soft Skills
Proactive Client Success LeadershipTrusted AdvisorStrategic Client MindsetPeople Leadership CapabilityImpact-Based ApproachCross-functional alignmentData-Driven Performance ManagementClear CommunicationQuality and ReliabilityProactive Issue and Risk Management