• Own onboarding for new customers (non-technical), in close partnership with Solutions • Establish and maintain regular account management cadences • Lead success planning per account, aligned to customer goals and use cases • Own renewals and expansion planning in partnership with Sales • Conduct executive check-ins and stakeholder alignment conversations • Track SLAs and lead escalations to resolution • Develop and maintain customer health scoring and churn risk signals • Identify incident trends and patterns that inform proactive conversations • Lead proactive model tuning and optimization discussions with customers • Conduct release, season, or launch impact reviews tied to game context • Deliver model explainability and transparency walkthroughs for enterprise customers • Train new customer teams and roles to drive adoption • Serve as the primary conduit for customer feedback into Product • Conduct churn post-mortems and synthesize learnings • Provide structured feedback on policies, workflows, and moderation operations • Surface label drift, data quality issues, and workflow change signals • Support lifecycle expansion strategies across products and use cases • Identify and cultivate customer champions • Support reference programs, testimonials, and case studies with Marketing • Contribute to customer community-building efforts • Provide competitive context and product positioning guidance to customers • Share regulatory, safety, and industry trend updates as a trusted advisor • Maintain awareness of customer business context, including seasons and launches

• Perform analyses of data related to customer usage and buying patterns • Prepare and present presentations to relevant stakeholders • Analyze open ended customer feedback and identify key insights • Support the creation of reports and dashboards to be utilized by the team • Collaborating with the team to ensure customer satisfaction and retention • Perform system and document audits looking for patterns • Rectify inconsistencies in customer related datasets

• Partner with Sales and Customer Success teams on bookings, plan modeling, including target setting, and capacity modeling. • Facilitate quota allocation and support compensation planning and attainment analysis. • Own the optimization of customer-related processes to ensure high levels of client satisfaction, retention, and upsell opportunities. • Lead high-impact projects aimed at improving team efficiency, customer experience, and retention. This may include product launches, process improvements, and systems integrations. • Manage, integrate, and champion core Customer Success tools, including the design and deployment of third-party systems, and the ongoing optimization of AI/automation agents • Drive core operating rhythms, including weekly forecasting and booking updates, pipeline reviews, and monthly/quarterly business reviews. • Refine data models and processes to improve forecasting accuracy and predictability. • Enforce stage definitions, rules of engagement, and data standards in our CRM. • Oversees quote-to-close processes for renewals and expansion opportunities. • Leverage analytics to measure customer success KPIs, identify trends, and guide the team toward achieving operational targets. • Build and maintain strategic dashboards, KPI scorecards, and performance metrics to inform decisions across Sales, Customer Success, and Marketing leadership. • Deliver insights suitable for executive presentations, including quarterly business reviews (QBRs), board presentations, and recurring business reviews. • Drive alignment among leadership stakeholders to support seamless GTM execution. • Continuously streamline and improve best practices, including processes, policies, and tools. • Support the selection, integration, and optimization of the Sales Tech Stack (e.g., SalesLoft, ZoomInfo), with a strong focus on leveraging AI-powered platforms to enhance productivity and insights.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Success Associate helps to serve our clients, the clinical researchers, and ensure an exceptional experience. As a member of the team you will be responsible for the full researcher journey, from onboarding to the conclusion of a study. - Conduct client kickoff meetings - Oversee the creation of recruitment content for the researchers’ studies - Assist in customer support - Conduct check-ins with researchers - 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 - 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 - 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 Qualifications - Bachelor’s degree - Minimum 2 years of experience in an academic research environment - Excellent communication skills, both written and oral - Organized and detail-oriented - Autonomous in your work and the challenge of solving complex problems Requirements - A clinical background as a research coordinator or experience running or managing clinical trials (Nice to Have) - Familiar with Canva (Nice to Have) Company Description OpenClinica makes clinical trials more efficient and effective with advanced technology and recruitment solutions. Our industry-leading EHR-to-EDC connectivity automates source data acquisition, reduces errors, and eliminates delays, while our precision recruitment solutions help teams enroll the right participants with ease. Trusted by the world's leading life sciences companies, academic institutions, and government agencies, OpenClinica bridges the gap between healthcare and research.