About the roleAs our Product Success Manager, you are the champion of the Biorce user experience. We are redefining the landscape of clinical trials, and that begins with deeply understanding the professionals behind the data.
This is a high-impact role designed for a proactive communicator who thrives at the intersection of Customer Advocacy and Product Growth. Uniquely positioned under the leadership of the Head of Product, you will act as the vital bridge between our users and our internal teams. You won't just be managing a checklist; you will be the primary feedback loop that helps shape Aika, our flagship AI platform.
This role is ideal for someone who understands clinical development or CRO operations, loves working directly with users, and is excited to help teams adopt AI in a pragmatic, hands-on way.
Key ResponsibilitiesStrategic Account Ownership & Onboarding- End-to-End Success: Own the post-sales journey for your assigned accounts, orchestrating everything from technical setup to the "go-live" milestone.
- Lead Implementations: Conduct high-impact onboarding sessions and kick-off meetings, aligning our AI capabilities with the client's clinical goals.
- Defined Success: Establish "North Star" metrics for each account (e.g., active user density, time-to-value) to ensure measurable ROI.
Retention & High-Touch Support- White-Glove Support: Act as the primary point of contact for support requests from your accounts, ensuring rapid problem-solving for critical clinical milestones.
- Retention Measures: Proactively monitor account health and engagement data; lead Quarterly Business Reviews (QBRs) to prevent churn and drive product "stickiness."
- Advanced Coaching: Act as a trusted advisor, delivering tailored training and workflow optimization to ensure deep user adoption.
Product & Growth Orchestration- Direct Roadmap Influence: Reporting to the Head of Product, you will systematically translate user pain points from your accounts into prioritized features for the product roadmap.
- Cross-Functional Synergy: Partner with our Commercial team to identify expansion opportunities and with Engineering to resolve technical blockers for your clients.
Requirements:- Experience: 4+ years in Customer Success, Implementation, Clinical Operations, or similar client-facing roles.
- Industry Knowledge: Experience working with pharma, biotech, CROs, or clinical tech solutions.
- Clinical Literacy: A strong understanding of clinical trial documents (e.g., protocols, ICFs, IBs, SAPs) is a major plus.
- Communication: Excellent presentation skills in English; additional European languages are a plus.
- Analytical Mindset: Data-driven approach to interpreting usage metrics and translating them into action plans.
- Adaptability: A self-starter who enjoys building processes in a fast-growing startup environment and is comfortable engaging with everyone from daily power users to C-suite executives.
- Operational Excellence: Demonstrated excellence in cross-functional communication and a commitment to high-quality output.
Why Join Us?- A dynamic work environment with an international team, where collaboration and diversity thrive.
- Work alongside top talent, united by a shared purpose and committed to making a real impact.
- Competitive base salary and uncapped commission structure.
- Health benefits and flexible hybrid work culture.
- Opportunity to shape the future of a fast-growing AI healthtech company.
