[Hiring] Client Success Manager @Massive Bio

Role Description

As a Client Success Manager, you will be the primary point of contact for a portfolio of biopharma sponsors who partner with Massive Bio to enroll patients in their oncology clinical trials. You will manage these client relationships, lead recurring calls and business reviews, and ensure their needs are met on time and to a high standard.

Working cross-functionally with Clinical Operations, Provider Engagement, and Marketing, you will translate sponsor requirements into clear delivery plans, prepare progress reports and dashboards, and keep clients informed on the status of their trials.

Key Responsibilities

• Manage a portfolio of biopharma sponsor accounts, leading recurring calls, business reviews, and ad-hoc requests; keep agendas, notes, and action items current.
• Serve as the primary point of contact for sponsor requests, responding promptly and escalating or acting decisively to ensure satisfaction.
• Translate sponsor goals into cross-functional delivery plans across Clinical Operations, Provider Engagement, and Marketing.
• Prepare accurate, audit-ready reports, dashboards, and presentations for regular reviews, and keep account data current in the CRM.
• Partner with Clinical Operations to surface quality and delivery signals that affect sponsor satisfaction, and advocate for improvements.
• Support account renewals by tracking milestones and demonstrating the value delivered.

Qualifications

• 3–7 years in a sponsor- or client-facing role in healthcare or life sciences, where you owned the client relationship directly, acting as the primary point of contact and accountable for the client's satisfaction and outcomes, not solely for internal execution.
• Proven ability to lead client meetings and business reviews, manage expectations, and drive cross-functional teams to deliver on commitments.
• Strong executive presence and communication, including fluent English, handling urgent questions in real time and writing clear, precise follow-ups.
• High sense of ownership, responsiveness, and attention to detail, with strong reporting skills (CRM, Excel, Slides).
• Bachelor's degree, or equivalent practical experience.

Requirements

• Familiarity with the oncology clinical trial and patient-enrollment process (strongly preferred).
• Experience at a patient-recruitment, enrollment, or services vendor that supports pharma/biopharma sponsors.
• A degree or background in a life sciences field (Medicine, Nursing, Biology, Pharmacology, Engineering).
• Awareness of healthcare privacy regulations (HIPAA/GDPR).