Customer Success Team Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $140k - $160k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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OpenClinica

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private equity on 2023-03

Healthcare • Consulting • Logistics

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

• Lead, coach, and develop the eClinical Customer Success team • Drive retention, renewals, expansions, study adds, and Services growth across the installed base • Focus on Net Revenue Retention (NRR) performance • Partner with Sales and Account Executives to identify and progress growth opportunities within existing accounts • Serve as an escalation point for complex customer issues • Coordinate issue resolution across Product, Support, Services, and Engineering • Monitor customer health, Salesforce pipelines, adoption trends, and account risks • Operationalize and scale customer engagement programs, including QBRs, health reviews, and executive stakeholder management • Drive adoption and expansion of OpenClinica platform offerings, including Insight Reporting, Participate/ePRO, Randomization, and eConsent • Establish and improve Customer Success processes, KPIs, reporting, and operational workflows • Partner with Product and Leadership teams to surface customer feedback, market trends, and product enhancement opportunities

🎯 Requirements

• Bachelor’s Degree required • 8+ years of experience in Customer Success, Account Management, Clinical Operations, or related client-facing SaaS roles • Experience managing enterprise customer relationships in software, technology, or clinical research environments • Prior experience leading or mentoring customer-facing teams • Familiarity with clinical trial operations, EDC platforms, or eClinical systems • Experience supporting NHS, UK public-sector, or UK life sciences / clinical research customers strongly preferred • Familiarity with UK business culture, communication norms, and healthcare or clinical research ecosystems • Experience working across UK and US time zones in a client-facing role • Comfort interacting with a high volume of customers through phone, email, and webinars • Strong communication, relationship management, and organizational skills • Commercial mindset and ability to identify growth and expansion opportunities • Ability to manage complex customer situations and cross-functional coordination • Data-driven, operationally minded, and comfortable working in fast-paced environments • Nice to have: experience with CROs, sponsors, biotech, pharma, or academic research organizations • Nice to have: familiarity with SaaS metrics including NRR, churn, expansion ARR, and renewal forecasting • Nice to have: experience conducting QBRs and executive stakeholder management

🏖️ Benefits

• Fully remote work in the U.S. • Base salary of $140,000 annually • On-target earnings of $160,000+ • Exempt status