Customer Success Manager- UK Client

Customer Success Manager- UK Client based

Full Time Needham, MA, US

17 days ago Requisition

Salary Range: $ To $ Annually

Open Clinica enables organizations to recruit participants and conduct clinical studies through connected solutions that simplify operations and accelerate discovery, making 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, Open Clinica bridges the gap between healthcare and research.

This Customer Success Manager works to cultivate customers for life in the UK and broader NHS / public-sector. They act as internal champions on behalf of the Customer and externally, a trusted advisor. The key focus is to proactively work with Customers to support their business needs and strategic goals through product adoption, retention and value-added services.

This role primarily supports Open Clinica’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. (East Coast preferred)
• Status:
  Full-time, Exempt
• Reports to:
  
  VP of Customer Success
• Comp.:
  Base Salary = $100,000. Commission Eligible for On Target Earnings = $120,000+

Pipeline Generation within Existing Accounts:
Identify and qualify expansion opportunities (additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; partner with Account Executives to progress and close opportunities.

Commercial Ownership of Inbound Opportunities:
Manage inbound requests from existing customers through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue where applicable.

Value-Based Selling:
Translate customer goals and operational challenges into tailored solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and support upsell/cross-sell motions.

Coordinate and lead new customer onboarding activities inclusive of:

Support and documentation access

Other Open Clinica introductory topics

Bring awareness of all resources available to them as well as all points of escalation

Reach out frequently during initial study implementation activities

Review customer MSA’s and various expansion work orders. Become familiar with any non-traditional terms and work with other Open Clinica colleagues to coordinate resources as needed.

Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity. Ensure the CRM system is updated to reflect lost or won expansions in a timely manner.

Strategize on upcoming customer renewals, targeting 90 days in advance. Analyze the various components of each Customer and outline recommendations appropriately.

Maintain a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score.

Through periodic customer meetings, build rapport and learn about their long term strategic vision and goals. Identify account opportunities to support their business needs. Focus on customer utilization, maturity, and drive demand for incremental solutions.

Become a trusted advisor through proactive communications, consistent follow through on deliverables or actions and the persistent pursuit of a high level of service excellence. Be personable and display empathy, establish credibility.

Develop strong insights to the overall customer health to…