Customer Success Manager

Job not on LinkedIn

🕒 September 17

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 19%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CDIT LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🤝 B2B

☁️ SaaS

B2B • Software Development • SaaS

CDIT LLC is an execution-based firm that focuses on delivery, integrity, and transparency in all its business operations. With over 20 years of experience, CDIT provides innovative Information Technology and Management Services, specializing in Software Development. The company prioritizes customer-driven solutions and maintains a culture that fosters talent and excellence among its employees, ensuring quality project management for both large and small projects.

📋 Description

• Develop and maintain strong relationships with key stakeholders within assigned accounts • Conduct regular proactive customer meetings to understand challenges, organizational changes, and drive actions that improve adoption and customer value • Build trusted-advisor relationships based on product expertise and understanding of customer needs and clinical research operations • Serve as the primary point of contact for customer inquiries and escalations • Provide comprehensive, tailored user training and resources • Understand clinical trial objectives and business goals for key accounts • Develop and execute customized customer success plans • Monitor usage and proactively address issues and improvement opportunities • Gain deep knowledge of the eClinical software platform • Provide expert guidance and best practices to optimize software usage • Collaborate with support teams to resolve technical issues and ensure timely responses • Work with sales, product, and support teams to address client needs, escalate issues and feedback, and advocate for customers • Communicate customer feedback and insights to the product team • Identify upselling and account expansion opportunities • Track and report usage, satisfaction, CSQLs, renewal rates, and other KPIs • Analyze data to identify trends, risks, and account-growth opportunities • Prepare and present reports to internal stakeholders and customers • Manage Customer Health, Success Plans, and account touchpoints through CRM and Customer Success tools • Conduct proactive new-user outreach, develop relationships with new client employees, and identify the tools and applications they use

🎯 Requirements

• 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, with the ability to communicate with stakeholders of varied backgrounds and seniority levels and adapt communication style accordingly • Ability to turn qualitative and quantitative data into compelling stories • Experience analyzing data and presenting compelling presentations in Quarterly Business Reviews • Ability to understand complex software and technical concepts • Proficiency with Salesforce and willingness to learn new technologies that support client-partner relationships • Detail-driven project management with strong planning and implementation skills • Ability to manage highly complex projects and changing priorities for multiple customers with precision and speed • Strong problem-solving skills and attention to detail

🏖️ Benefits

• Remote work arrangement • Ability to travel up to 15% to meet with key accounts

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