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Clinical trial data management solutions – powerful, scalable, flexible, quick to implement, easy to use.
Customer Success Manager
Location
Massachusetts
Posted
37 days ago
Salary
$100K - $120K / year
Seniority
Senior
Job Description
Customer Success Manager
OpenClinica
• Pipeline Generation within Existing Accounts: Identify and qualify expansion opportunities (additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; partner with Account Executives to progress and close opportunities. • Commercial Ownership of Inbound Opportunities: Manage inbound requests from existing customers through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue where applicable. • Value-Based Selling: Translate customer goals and operational challenges into tailored solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and support upsell/cross-sell motions. • Coordinate and lead new customer onboarding activities. • Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity. • Maintain a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score. • Build rapport through periodic customer meetings and ensure customer awareness of the product roadmap; tie to their specific business needs and goals.
Job Requirements
- 5+ years in customer success, account management or a related customer-facing role.
- Bachelor's degree or equivalent experience.
- Experience in a client-facing SaaS role.
- Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars).
- Strong Sales know-how.
- Strong verbal and written communication skills.
- Problem-solving abilities and a customer-centric mindset.
- Strong collaboration mindset and capabilities.
- Ability to multitask and handle multiple accounts.
- Proficiency in CRM software.
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