Client Success Manager - Emerging Accounts; Remote

Job Summary

The Client Success Manager serves as the dedicated client-facing, post-sale point of contact for an assigned portfolio of strategic accounts. The role acts as the principal liaison between the client, the company, and the Operations team to drive account satisfaction, retention, and organic growth. The Manager proactively engages with clients to recognize evolving business needs, deliver value‑added insights, identify cross‑selling opportunities, and align expectations based on internal capability, capacity, and regulatory requirements.

By coordinating service delivery and orchestrating resources across departments, the Manager safeguards client success and positions the organization as a trusted advisor and long‑term partner.

• Serve as the primary relationship manager for assigned clients, ensuring consistent communication and responsiveness.
• Translate client goals into actionable initiatives and coordinate cross‑functional execution. Develop and execute client success plans aligned with strategic performance metrics.
• Ensure proactive engagement and strategic relationship management, measurable by meeting or exceeding KPIs such as weekly outreach efforts, strategic touchpoints, new study contacts generation, hosting relationship building calls, providing educational insights and industry trends, and maintaining a client health score and net promoter score.
• Track and report on KPI metrics regularly, using data to inform strategy and continuously improve the client experience. Maintain accurate records of client interactions, feedback, and performance data.
• Manage and oversee the activities of the Strategic Partnership Advisor and serve as a mentor to facilitate their career growth.
• Collaborate closely with the assigned Strategic Partnership Advisor to align client service strategies with broader partnership goals, ensuring seamless communication and unified support across all client touchpoints.
• Coordinate client engagement plans and escalations with the Strategic Partnership Advisor, leveraging shared insights to proactively address client needs, drive satisfaction, and support long‑term retention and growth.
• Identify and document issues that would affect the client’s relationship with WCG.
• Identify opportunities for account expansion and renewal strategies in partnership with Business Development and Strategic Alliance team members, including promoting other WCG solutions and services, when appropriate.
• Collaborate closely with Business Development, Client Care, and Operations to ensure client solutions are delivered in an accurate and timely manner.
• Inform clients of any major changes to processes and procedures.
• Employ or arrange training for clients to ensure clear understanding of submission processes and electronic portal usage.
• Instruct clients in the operations process flow from preparation of submission materials for board review through outcome documents being sent to clients and client sites.
• Responsible for creating, preparing, and managing internal and external reports. Create specialized reports as needed, follow up on incomplete reports, and provide supplemental information as required by Operations Staff.
• Participate in special projects for CAPAs and Continuous Improvement.
• Stay abreast of applicable federal regulations governing IRB review of research by attending seminars, training sessions, professional meetings, and maintaining certifications.
• Participate in webinars and podcasts as appropriate to share expertise with clients, others.
• Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
• Attendance and punctuality are essential functions of the position.

Overall responsibility of management including direction, coordination, performance, and evaluation of the assigned team and staff. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Bachelor’s degree or equivalent experience.

• Curren…