OpenClinica

Customer Success Manager

• Lead, coach, and develop the eClinical Customer Success team
• Drive customer retention, renewals, expansions, study adds, and Services growth across the installed base, focusing on Net Revenue Retention (NRR)
• Partner with Sales and Account Executives to identify and progress growth opportunities within existing accounts
• Serve as an escalation point for complex customer issues and coordinate resolution across Product, Support, Services, and Engineering
• Monitor customer health, Salesforce pipelines, adoption trends, and account risks to proactively drive retention and expansion outcomes
• Operationalize and scale customer engagement programs, including QBRs, health reviews, and executive stakeholder management
• Drive adoption and expansion of OpenClinica platform offerings, including Insight Reporting, Participate/ePRO, Randomization, eConsent, and related solutions
• Establish and improve Customer Success processes, KPIs, reporting, and operational workflows
• Partner with Product and Leadership teams to surface customer feedback, market trends, and product enhancement opportunities

eClinical Customer Success Team Lead

Account Executive

• Identify and assess qualified leads, develop new outreach strategies, and maintain a well-organized sales pipeline
• Conduct cold calls and email outreach to prospective clients and arrange qualified meetings for the Sales Lead to close
• Build and maintain strong relationships with key stakeholders to support client satisfaction and identify upsell opportunities
• Work closely with the Customer Success team to support smooth client onboarding and account management
• Identify opportunities for renewals, upsells, and new business with existing clients
• Contribute to the development of sales tactics and strategies
• Participate in cross-functional initiatives designed to drive growth
• Drive the sales process from lead qualification through contract negotiation and closing
• Collaborate with Sales, Marketing, Customer Success, and Product teams to support sales goals and long-term client relationships
• Connect with clinical researchers and strategically position OpenClinica's recruitment offerings among researchers and universities nationwide

Account Executive, Recruit

• Drive new business growth for OpenClinica's core eClinical platform
• Acquire new logos and support expansion in accounts where Customer Success is not actively involved
• Sell eClinical solutions including EDC, eConsent, eCOA/ePRO, analytics, and EMR integrations
• Meet or exceed assigned quota
• Build and maintain pipeline through outbound prospecting, account targeting, and follow-up
• Own the full sales cycle for new eClinical business within the assigned territory
• Identify, qualify, and advance opportunities with small to mid-size biotech and medtech companies
• Develop working knowledge of clinical research workflows, stakeholder roles, and the broader eClinical ecosystem
• Position OpenClinica solutions effectively against customer needs
• Map accounts, identify key stakeholders, and run customer-focused sales processes
• Partner with Sales Engineering and internal subject matter experts on discovery, demos, strategy, and deal execution
• Maintain accurate opportunity stages, close dates, next steps, and forecast inputs in Salesforce
• Improve opportunity quality, forecast accuracy, and pipeline discipline
• Stay current on product updates, roadmap developments, and market dynamics
• Collaborate with Customer Success, Solutions, Marketing, and leadership on handoffs, market feedback, and account growth
• Represent OpenClinica with prospects, customers, and at selected industry events

eClinical Customer Success Team Lead

Account Executive, Recruit

Account Executive, eClinical