Customer Success Team Lead
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AI Summary
About OpenClinica:
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.
About the Role and Team:
The eClinical Customer Success Team Lead is player-coach responsible for the overall performance and operational execution of the eClinical Customer Success team. This individual will partner closely with Customer Success Managers, Sales, Services, Product, and Support to drive customer retention, expansion, Services growth, and long-term customer success across the eClinical installed base.
This role serves as both a player-coach and operational leader — helping manage escalations, improve team execution, standardize customer success processes, and drive Net Revenue Retention (NRR) performance across the business. This role supports OpenClinica’s UK and broader NHS / public-sector client base. The ideal candidate has experience working with NHS organizations, UK-based research institutions, CROs, or life sciences customers and understands the operational, regulatory, and communication nuances of supporting UK customers. While this is a US-based role, preference will be given to candidates located on the US East Coast to enable strong overlap with UK business hours and customer needs.
Location: Fully Remote in the U.S.
Status: Full-time, Exempt
Reports to: Vice President of Customer Success
Comp.: Base Salary = $140,00. On Target Earnings = $160,000+
What You Will Do:
Lead, coach, and develop the eClinical Customer Success team to drive strong customer outcomes and commercial performance
Drive retention, renewals, expansions, study adds, and Services growth across the installed base with a focus on Net Revenue Retention (NRR)
Partner closely with Sales and Account Executives to identify and progress Growth opportunities within existing accounts
Serve as an escalation point for complex customer issues and coordinate resolution across Product, Support, Services, and Engineering
Monitor customer health, Salesforce pipelines, adoption trends, and account risks to proactively drive retention and expansion outcomes
Help operationalize and scale customer engagement programs including QBRs, health reviews, and executive stakeholder management
Drive adoption and expansion of OpenClinica platform offerings including Insight Reporting, Participate/ePRO, Randomization, eConsent, and related solutions
Establish and improve Customer Success processes, KPIs, reporting, and operational workflows across the team
Partner with Product and Leadership teams to surface customer feedback, market trends, and product enhancement opportunities
Scale revenue!
Qualifications:
Bachelor’s Degree required
8+ years of experience in Customer Success, Account Management, Clinical Operations, or related client-facing SaaS roles
Experience managing enterprise customer relationships in software, technology, or clinical research environments
Prior experience leading or mentoring customer-facing teams
Familiarity with clinical trial operations, EDC platforms, or eClinical systems
Experience supporting NHS, UK public-sector, or UK life sciences / clinical research customers strongly preferred
Familiarity with UK business culture, communication norms, and healthcare or clinical research ecosystems
Experience working across UK and US time zones in a client-facing role
Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)
Skills
Strong communication, relationship management, and organizational skills
Commercial mindset with ability to identify growth and expansion opportunities
Ability to manage complex customer situations and cross-functional coordination
Data-driven, operationally minded, and comfortable working in fast-paced environments
Nice to Have
Experience working with CROs, sponsors, biotech, pharma, or academic research organizations
Familiarity with SaaS metrics including NRR, churn, expansion ARR, and renewal forecasting
Experience conducting QBRs and executive stakeholder management
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