Client Success Manager: Meaningful Work. Empowered to Lead. Trusted Advisor.

100% Remote | Flexible Hours | Global Team | Work with Leading Academic Researchers and Biotech & Pharma Sponsors in the US and AU

WHY THIS ROLE:
This is a senior client-facing leadership role for someone who thrives on owning outcomes — not just managing relationships.

You’ll lead delivery, manage escalations, set expectations, and be the person clients trust when things are moving fast or going sideways. You’ll work directly with our leadership team and play a central role in how Trialfacts retains and grows its client base.

WHAT YOU’RE WALKING INTO:
A lean, high-ownership environment where you lead a team of specialists. You’ll have real authority — to make decisions, set direction, and inspire your people to do their best work.

WHY THIS ROLE STANDS OUT:
We’re on a mission to accelerate breakthroughs in 10 major diseases by helping clinical trials recruit faster and run better.

• You’ll work with researchers at world-class academic institutions — Harvard, Yale, Stanford, and more — and help them deliver on studies that matter.
• Real leadership authority: you direct a team, make decisions, and are accountable for outcomes — not just activities.
• Direct exposure to company strategy and decision-making at the leadership level.
• Path to own increasingly strategic parts of client success as Trialfacts scales across segments and channels.
• Cross-functional reach: work daily with Sales, Tech, and Operations to drive results.
• Fully remote with flexible hours.

WHO WE ARE:
We’re Trialfacts. We recruit participants for clinical trials, helping researchers and sponsors reach the right people for their studies.

Our primary clients are academic health researchers at universities, with a growing commercial segment that includes pharma and biotech sponsors in the US and Australia.

Our work helps bring important health research to life — and our clients rely on us to deliver results, transparency, and confidence throughout the process.

WHAT YOU’LL DO:
Own client outcomes end-to-end across a portfolio of active accounts — academic research institutions and commercial sponsors.

• Lead the client-facing team responsible for delivery, onboarding, expectation-setting, and escalation management.
• Act as the trusted advisor clients turn to — guiding them toward proven recruitment approaches, not just executing requests.
• Coordinate across Sales, Tech, and Operations to ensure delivery quality and sustained client confidence.
• Track, report on, and drive KPIs — client satisfaction, delivery pace, retention — through clear processes and disciplined communication.
• Identify risks early, surface issues proactively, and own the resolution through to completion.
• Develop and coach team members so they perform independently at a high standard.

WHAT WE’RE LOOKING FOR:

• Owns outcomes, not just relationships. Has led delivery, KPIs, and escalations across complex accounts — not just kept clients happy.
• Leads through people. Builds capability through coaching and delegation rather than doing the work themselves.
• Trusted advisor, not order-taker. Guides clients with judgment, pushes back constructively when needed, and earns trust through expertise.
• Decisive under pressure. Makes informed calls without waiting for perfect information, and communicates trade-offs clearly.
• Organised and accountable. Manages multiple complex accounts simultaneously with clear tracking, follow-through, and proactive communication.
• Communicates at every level. Clear and credible with clients, team, and senior leadership — reduces errors and rework through disciplined updates.
• Time zone flexibility. Has enough overlap with US and Australian time zones to support clients and team effectively.
• Relevant background. B2B services, healthcare, life sciences, CROs, SaaS, or regulated environments. Experience with US or Australian clients is a strong plus.

WHAT'S IN IT FOR YOU:

• 100% remote
• Above-market compensation for strong candidates (AUD $3,500 to $5,000)
• Unlimited PTO you’ll actually use – Take paid leave whenever you choose.
• Real flexibility – Work from anywhere, with the flexibility to set your own schedule (while maintaining enough overlap to support your team and handle occasional escalations)
• Paid learning and growth – We cover courses, books, and hands-on learning so you can keep building real, in-demand tech and soft skills.