Customer Success Associate

Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants.  Our mission is to eliminate any barriers participants or caregivers experience while being part of a clinical trial. Mural Health is looking to expand our team with a Customer Success Associate. 

Who are you? You’re comfortable doing the detailed work and doing it really well, and over time, you start to see patterns others miss and know what to do with them.

As our Customer Success Associate, you'll be the primary point of contact for the clinical trial sites running on our platform, helping site coordinators navigate their studies and making sure participants get paid correctly and on time. You'll also be a key operational resource for the CS team, — ingesting sponsor data, configuring studies on the platform, and making sure everything is accurate and live before sites go online

This is a role for someone who takes pride in the details and in the relationships and wants to grow from there.

Role Location: Remote - US

Reports To: Director of Customer Success

You will:

Be the Site and Network Partner

• Serve as the primary point of contact for clinical trial sites and site networks — building relationships with both the operational and account contacts who oversee the platform at the network level and the site coordinators using it day to day
• Tailor your support to who you're talking to — whether that's a strategic check-in with a site network's account team or hands-on troubleshooting with a coordinator processing a visit
• Lead site onboarding and training, ensuring coordinators at new sites understand the platform and feel confident using it from day one
• Monitor platform experience across your site portfolio — catch issues early, escalate when needed, and follow through until they're resolved
• Represent site feedback internally so patterns get addressed, not just individual tickets

Get the Details Right

• Collect and enter study and site configuration data from sponsors into the platform accurately and completely — including payment schedules, visit types, and IRB-approved compensation amounts — ensuring everything is in place before sites go live 
• Support the activation of sites for large, complex sponsor programs with hundreds of sites coordinating with internal technical teams on integration needs like EDC connections and site system setups
• Maintain clean, reliable records that the CS team and sponsors can depend on catching discrepancies early and resolve them before they become problems.

Build on What You Learn

• Pay attention to patterns across studies, where data tends to be incomplete, where sponsors and sites get stuck, where the process slows down
• Bring observations and recommendations to CS, operations, and Product to improve how we work and how the platform evolves
• Contribute to process documentation that makes the next study run more smoothly than the last

Qualifications & Skills:

• 1-3 years of client facing experience, you're comfortable owning relationships, following through, and being the person people count on
• Strong communicator who can adapt to the room, whether that's a hands-on troubleshooting call with a site coordinator or a strategic check-in with a site network's account team
• Highly organized and self-directed - you are comfortable managing multiple workstreams in a fast moving environment 
• You think structurally and pick up new platforms quickly; configuration and data work at volume doesn't slow you down
• Comfortable using AI tools to streamline repetitive tasks; you’ve experimented with automating data entry, reformatting information, or cleaning up inputs and you want to go deeper

Strongly Preferred:

• Some exposure to healthcare, clinical research, or life sciences, whether through work, internship, or coursework. You should be genuinely curious about the space
• Project or program coordination experience with a track record of improving the process, not just running it
• Comfort working in a startup or high-growth environment where the manual doesn’t exist yet

Mural Health  is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at Mural Health, please contact careers@muralhealth.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.