Director of Customer Success

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

RealTime eClinical Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🏥 Healthcare

🧬 Biotechnology

💰 Private Equity Round on 2022-01

Healthcare • Biotechnology

RealTime eClinical Solutions is a leading enterprise-grade technology provider facilitating global clinical trials with a comprehensive eClinical platform. Purpose-built for clinical research sites, site networks, academic medical centers, sponsors, and CROs, the platform goes beyond traditional CTMS to empower research and business workflows for modern-day clinical trials.

📋 Description

• Evaluate existing customer success operations and improve processes, metrics, and performance • Deploy and oversee disciplined client management strategies across the customer base • Partner with Sales Leadership on upsell, expansion, and renewal strategies • Lead and manage the Customer Success team, including hiring, retention, mentoring, and organizational growth • Lead account team activities, learning opportunities, market insights, and client-service best practices • De-escalate and resolve complex client situations internally and externally • Collaborate with Sales, Product, Marketing, and other teams on customer-facing events, communications, and initiatives • Provide product, sales, and marketing feedback for continuous improvement and external positioning • Define customer segmentation and corresponding strategies • Drive customer lifetime value and Net Revenue Retention through product adoption, satisfaction, and health scores • Design scalable processes for a growing customer base • Establish systems to track and forecast Customer Success operational metrics, measure effectiveness, and optimize the customer journey • Develop executive-level relationships with key customers • Deliver strategic and tactical recommendations to executive leadership on customer trends and health

🎯 Requirements

• 7+ years of experience in Customer Success, Account Management, or a related field • 5+ years of experience in a leadership or managerial role, preferably within a SaaS or technology company • Experience managing teams of people • Experience implementing major process improvements • Experience developing data-driven strategies • Superior self-directed work habits, initiative, drive, creativity, maturity, self-assurance, and professionalism • Strong written and verbal communication skills • Strong project management skills; highly organized and solution-driven • Experience managing multiple projects, work prioritization, planning, and execution • Excellent critical thinking, organizational, and problem-solving skills • Outstanding time management and prioritization skills • Willingness to travel 5–10% of the time for client visits, conferences, networking events, or other work-related events • Deep familiarity with Customer Success platforms such as Gainsight and CRM systems such as Salesforce • Experience implementing or optimizing Customer Success tools and processes • Experience leading organizational change initiatives, especially Customer Success team scaling efforts • Experience using a clinical trial management system and/or software supporting the Clinical Research industry • Successful completion of reference and background checks • Desired salary must be indicated in the application • Ability to verify identity and eligibility to work in compliance with federal law

🏖️ Benefits

• Health insurance • Long-term disability insurance • Life insurance • Unlimited Paid Time Off • 9 paid Holidays • Paid Parental Leave • Work Anniversary Bonus • Participation in the Employee of the Quarter Program • Monthly $100 Connectivity Stipend Reimbursement • 401(k) matching: 100% of the first 3% invested and 50% of the next 2%