eClinical Customer Success Team Lead

OpenClinica

. Lead, coach, and develop the eClinical Customer Success team .

Posted 9/24/2026full-timeRemote • Massachusetts • United StatesSenior💰 $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success leadership, focusing on customer retention, growth strategies, and operational excellence within eClinical environments. Proficient in managing enterprise relationships and driving adoption of clinical solutions while leveraging data-driven insights.

Highest-signal resume keywords

Customer Success LeadershipEnterprise Relationship ManagementClinical Trial OperationsSaaS Metrics FamiliarityCross-Functional Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionNet Revenue Retention (NRR)OpenClinica PlatformEDC PlatformsData-Driven Decision MakingOperational WorkflowsKPI ReportingQBRsExecutive Stakeholder ManagementClinical Research Environments

Soft Skills

Strong CommunicationRelationship ManagementOrganizational SkillsCommercial MindsetProblem-Solving

Tools & Technologies

SalesforceEClinical SystemsInsight ReportingParticipate/ePRORandomizationEConsent

Industry Keywords

Clinical OperationsSaaSUK Public-SectorLife SciencesHealthcare Ecosystems

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s Degree required
8+ years of experience in Customer Success, Account Management, Clinical Operations, or related client-facing SaaS roles
Experience managing enterprise customer relationships in software, technology, or clinical research environments
Prior experience leading or mentoring customer-facing teams
Familiarity with clinical trial operations, EDC platforms, or eClinical systems
Experience supporting NHS, UK public-sector, or UK life sciences / clinical research customers strongly preferred
Familiarity with UK business culture, communication norms, and healthcare or clinical research ecosystems
Experience working across UK and US time zones in a client-facing role
Must be legally authorized to work in the United States and not require employer sponsorship
Significant level of comfort interacting with a high volume of customers over phone, email, and webinars
Strong communication, relationship management, and organizational skills
Commercial mindset with ability to identify growth and expansion opportunities
Ability to manage complex customer situations and cross-functional coordination
Data-driven, operationally minded, and comfortable working in fast-paced environments
Nice to have: experience working with CROs, sponsors, biotech, pharma, or academic research organizations
Nice to have: familiarity with SaaS metrics including NRR, churn, expansion ARR, and renewal forecasting
Nice to have: experience conducting QBRs and executive stakeholder management