Customer Success Team Lead

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $120k - $140k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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OpenClinica

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

☁️ SaaS

💊 Pharmaceuticals

🧬 Biotechnology

💰 Private equity on 2023-03

SaaS • Pharmaceuticals • Biotechnology

OpenClinica is a practical eClinical SaaS platform that unites electronic data capture (EDC), eConsent, eCOA, randomization, EHR-to-EDC integration, reporting & analytics, and patient recruitment tools for clinical research. Built for small to midsize sponsors, CROs, academic medical centers, and research teams, it accelerates study setup, reduces data queries, and supports compliance with robust customer success, onboarding, and 24/5 support. The platform powers thousands of studies worldwide and is used by pharma, biotech, medtech, government, and academic institutions to run more efficient clinical trials and improve patient enrollment and data quality.

📋 Description

• Manage & oversee the creation of various marketing and study recruitment materials • Coordinate across internal and external teams to launch recruitment campaigns • Build and maintain strong, long-lasting relationships with our researchers • Help resolve escalated and complex questions and issues from customers • Provide coaching, guidance, and mentorship to Customer Success Associates • Make improvements to our current customer satisfaction methods and processes • Communicate effectively with both clients and colleagues to understand & service customer needs, maximize retention and growth, and communicate performance • Act independently in directly managing the Success team & tracking + driving efficiencies across all relevant KPIs with a focus on Net Revenue Retention • Conduct client-facing calls and coordinate action items across internal and external teams • Triage client support issues and deliver best-in-class service • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them • Help gather feedback from our customers to inform our sales process, product roadmap, and marketing opportunities

🎯 Requirements

• 3+ years of professional experience in client-facing roles, including customer success, marketing, account management, or sales. • A clinical background as a research coordinator or experience running or managing clinical trials • Bachelor's Degree in related field.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities