Client Success Manager - Institutions; Remote

Location: Cary, NC, Remote |
Organization: WCG IRB |
Job Type: Full Time - Regular

Salary: $89,400-$125,000 (varies based on qualifications, experience, skills, education, and geographic location)

The Client Success Manager serves as the dedicated client‑facing, post‑sale point of contact for an assigned portfolio of strategic accounts. The role serves as the principal liaison between the client, the company, and the Operations team to drive account satisfaction, retention, and organic growth. The manager cultivates and manages strong relationships with key clients, ensures delivery of tailored solutions and facilitates cross‑functional alignment.

• 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, developing and executing client success plans aligned with strategic performance metrics.
• Ensure proactive engagement and strategic relationship management, measurable by meeting or exceeding KPIs, such as weekly proactive personalized outreach efforts, strategic touchpoints, and maintaining a client health score and net promoter scores.
• 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 accurately and timely.
• Inform clients of any major changes to processes and procedures.
• Employ or arrange training for clients for a 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 specialised 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 and others.
• Other duties as assigned by supervisor; these may, on occasion, be unrelated to the position described here.
• Attendance and punctuality are essential to the position.

Bachelor’s degree or equivalent experience.

• Current CIP (Certified IRB Professional) certification preferred.
• Knowledge of FDA Code of Federal Regulations and ICH Guidelines.

• 5‑7 years of experience in client success, account management, or customer engagement, preferably in healthcare, life sciences, or clinical research, with 1‑3 years in a leadership role.
• Bachelor’s degree or equivalent experience required; advanced degree or certifications (e.g., PMP, CIP, CSPO) a plus.
• Strong interpersonal and communication skills with a…