Customer Success Manager

About OpenClinica:

OpenClinica is a growing SaaS company in the clinical research industry that helps customers accelerate the process of bringing new medicines and devices to market. Customers around the world rely upon our suite of solutions to increase productivity and interoperability across a diverse spectrum of clinical studies. Our mottos of “make the complex easy” and “better data, faster,” reflect our commitment to improving healthcare as innovative problem-solvers who are passionate about technology!

About the Role:

The Customer Success Manager works to cultivate customers for life and mentor more junior team members. They act as internal champions on behalf of the Customer and externally, a trusted advisor. The key focus is to proactively work with Customers to support their business needs and strategic goals through product adoption, retention and value-added services. This is a fully remote role located in the U.S.

What You Will Do:

• Coordinate and lead or shadow more junior team members on new customer onboarding activities Coordinate and lead new customer onboarding activities.
• Review customer MSA’s and various expansion work orders. Become familiar with any non-traditional terms and work with other OpenClinica colleagues to coordinate resources as needed.
• Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity. Ensure the CRM system is updated to reflect lost or won expansions in a timely manner.
• Strategize on upcoming customer renewals, targeting 90 days in advance. Analyze the various components of each Customer and outline recommendations appropriately.
• Maintain a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score.
• Through periodic customer meetings, build rapport and learn about their long term strategic vision and goals. Identify account opportunities to support their business needs. Focus on customer utilization, maturity, and drive demand for incremental solutions.
• Become a trusted advisor through proactive communications, consistent follow through on deliverables or actions and the persistent pursuit of a high level of service excellence. Be personable and display empathy, establish credibility.
• Develop strong insights to the overall customer health to more easily and accurately identify areas of risk (opportunity or renewal related) and outline a mitigation strategy when necessary.
• Ensure customer awareness of the product roadmap; tie to their specific business needs and goals. Partner with OpenClinica Product teams to relay target timeframes and other relevant information.
• Demonstrate newly released or upcoming new features to customers. Focus on feature benefits, use cases and make the connection to their business needs.
• Drive product adoption through demonstration and explanation of the business value. Gather feedback when necessary and share with OpenClinica Product teams as appropriate.
• Ensure the CRM system contains accurate customer data (in particular account, contact, opportunity, LOA score, NPS/CSAT scores, meeting notes, risk and other key fields as necessary)
• Assist in the coordination or conduct of annual customer surveys (NPS or CSAT). Analyze data and identify Promoters, Passives and Detractors. Determine specific areas of focus and where necessary action is required to mitigate risk. Classify Customers from high to low touch, based on risk level, annual revenue, industry impact and reference-ability. Review on a per Customer basis but also for cross-customer trends that imply a larger problem at hand.
• Periodically review and analyze customer support data. Identify trends for strategic customers that could lead to training opportunities, potential risk or suggest other action is needed.
• Prepare for and conduct internal monthly success review meetings with senior management.
• Keep senior management abreast of accounts at risk of non-renewal, individual high priority unmet customer needs.

Components to Success and Qualifications:

• Experience: 5+ years in customer success, account management or a related customer-facing role.
• Bachelor’s degree or equivalent experience.
• Strong understanding of customer success principles, customer lifecycle, and account management.
• Excellent verbal and written communication skills with the ability to present complex ideas clearly and persuasively.
• Proven ability to build relationships and work collaboratively with customers and internal teams.
• Problem-solving skills with the ability to manage customer challenges and provide effective solutions.
• Strong organizational and time-management skills, with the ability to handle multiple priorities simultaneously.
• Familiarity with CRM software and customer success tools.
• Ability to work independently and as part of a team, with a customer-centric mindset.

Nice to Have:

• Experience in a SaaS role within the life-science industry.
• Familiarity with customer success KPIs like customer health scores, Net Promoter Score (NPS), churn, and retention metrics.
• Strong interest in data-driven decision-making and using analytics to improve customer success outcomes.