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 = $140,000. 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
- Must be legally authorized to work in the United States and not require employer sponsorship
- 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
