About the role:

We are seeking an experienced Project Manager, Life Sciences to lead enterprise customer engagements within the clinical research, pharma, and life sciences space. This role combines customer success activities with hands-on project and implementation management responsibilities.

This individual will serve as an operational and relationship lead for assigned enterprise accounts, overseeing customer onboarding, implementation, study execution, ongoing engagement, and long-term customer success. The ideal candidate has experience managing complex customer implementations within digital health or life sciences environments, excels in cross-functional coordination, and is comfortable partnering with both internal stakeholders and external customers.

This role is designed to sit between traditional implementation and customer success functions, with broader ownership across customer relationships, operational execution, escalations, and account health.

This position will work cross-functionally with Customer Success, Commercial, Product, Engineering, Data Operations, and Support teams, while partnering directly with Sponsors, CROs, Study Teams, and research sites. While we are 100% remote, this person may be asked to travel a very small % of the time to customer sites or for internal meetings / events.

What you'll do

Enterprise Customer & Project Leadership

• Serve as the primary point of contact and operational partner for enterprise life sciences customers
• Own the overall health, execution, and success of assigned customer engagements from onboarding through study close-out and expansion opportunities
• Build and maintain strong customer relationships while managing expectations around timelines, deliverables, risks, and dependencies
• Collaborate with customers to define success metrics, adoption goals, and long-term engagement objectives
• Lead recurring customer status meetings, implementation reviews, and operational check-in

Customer Success & Operational Excellence

• Proactively monitor customer engagement, adoption, and project health to identify opportunities for optimization and expansion
• Educate customers on platform capabilities, best practices, and operational workflows to support successful adoption
• Identify process improvement opportunities and help scale operational best practices across the organization
• Partner with internal teams to align customer needs with product capabilities and roadmap priorities
• Drive issue resolution and escalation management across internal and external stakeholders

Reporting & Communication

• Create and maintain customer-facing and internal project documentation including implementation plans, status reports, meeting notes, and customer knowledge resources
• Provide regular updates on customer health, risks, milestones, customer feedback, and operational performance
• Track and report on key customer success and project metrics, including portfolio health, customer satisfaction, adoption, and delivery performance

Project Management & Implementation:

• Lead complex customer implementations and study onboarding activities from inception through completion
• Develop and manage detailed project plans, timelines, milestones, dependencies, risks, and deliverables across multiple concurrent customer engagements
• Coordinate cross-functional execution between Customer Success, Commercial, Product, Engineering, Data, and Support teams
• Facilitate data transfers and operational workflows in alignment with customer requirements and Data Transfer Agreements
• Ensure smooth transition and knowledge transfer from Sales to Customer Success and Implementation teams
• Monitor project performance, proactively identify risks, and implement mitigation strategies to ensure successful deliver

About You:

• 3-5 years of experience in customer success, project management, implementation management, or client delivery roles
• Experience working with enterprise customers within the pharmaceutical, biotech, clinical research, CRO, healthcare, or life sciences industry
• Experience managing customer implementations, onboarding projects, or operational workflows for SaaS, digital health, or healthcare technology solutions
• Effective communication, presentation, and stakeholder management skills with the ability to build trusted customer relationships
• Demonstrated ability to manage multiple concurrent customer projects in a fast-paced, evolving environment
• Passion for improving the way people care for their mental and physical health
• Experience working cross-functionally with technical and non-technical teams
• Strong organizational skills with high attention to detail and the ability to balance customer needs with operational execution

Compensation: The base salary budgeted for this position is in the $110,000-125,000 range per year. This position will also include a yearly target discretionary bonus as well as equity, health benefits, unlimited PTO, a monthly flex day, a 401K plan with a match and more. The final offer determined for the candidate who is hired into this position will depend on a number of factors, including, but not limited to, the candidate's relevant skills, professional experience, labor market conditions, etc.