Customer Success Manager

Customer Success Manager

Full Time Remote, US

3 days ago Requisition

“Be part of an influential company that is the standard for a rapidly evolving industry!”

Real Time eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.

Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based in San Antonio, TX, but we are truly a remote and telecommuting company.

As a Customer Success Manager (CSM) at Real Time, you will be the primary point of contact for our most strategic customers, ensuring they maximize the value of our eClinical software. You will be responsible for driving customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights.

This position involves building strong relationships with key stakeholders to understand their needs and delivering tailored solutions that align with their clinical trial objectives. The CSM role also collaborates with Real Time, working closely with business development, professional services, product, and support teams to ensure client partnerships are running smoothly and delivering high impact.

A successful CSM is proactive in new user outreach and relationship development. This includes actively seeking introductions to new client employees, understanding their roles and responsibilities, and identifying the tools and applications they currently use in their work.

• Develop and maintain strong relationships with key stakeholders within assigned accounts.
• Conduct regular proactive meetings with customers to understand challenges, keep abreast of team and organizational changes, and drive plans and actions that improve adoption and customer value
• Develop close, highly credible working relationships with stakeholders and decision-makers, achieving status as a trusted advisor based on your product expertise and a demonstrated ability to understand and address customer needs and clinical research business operations
• Serve as the primary point of contact for all customer-related inquiries and escalations.
• Support comprehensive training and resources to users, tailored to their specific needs and workflows.

• Understand the clinical trial objectives and business goals of each key account.
• Develop and execute customized success plans that drive customer engagement and satisfaction.
• Monitor customer usage and proactively address any issues or areas for improvement.

• Gain deep knowledge of Real Time’s eClinical software.
• Provide expert guidance and best practices to help customers optimize their use of the software.
• Collaborate with the support team to resolve technical issues and ensure timely responses.

• Work closely with sales, products, and support teams to address client needs, expedite issues or product feedback, or otherwise advocate for the customer.
• Communicate customer feedback and insights to the product team for continuous improvement.
• Identify opportunities for upselling and expansion within key accounts.

• Track and report on metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates.
• Analyze data to identify trends, risks, and opportunities for account growth.
• Prepare and present reports to internal stakeholders and customers as needed.
• Manage and Track Customer Health, Success Plans, Account touchpoints, etc. via CRM and Customer Success tools.

• Bachelor’s degree in a related field (e.g., Life Sciences, Business, Information Technology) or equivalent experience.
• 5+ years of experience in customer success, account management, or a related role within the clinical trials or healthcare software industry.
• Strong understanding of clinical trial…