[Hiring] Director of Customer Success @REALTIME SOFTWARE SOLUTIONS LLC

Role Description

We are seeking a dynamic and strategic leader to join RealTime as the Director of Customer Success, where you will play a pivotal role in shaping our customer relationships, driving retention and growth, and championing the Voice of the Customer across the organization.

The Director of Customer Success is a critical leadership role at RealTime, dedicated to developing, overseeing, and driving the company’s customer success department. Reporting to the EVP of Operations, this role will lead high-impact initiatives that strengthen customer relationships, improve retention, yield expansion, and ensure seamless collaboration across teams.

The Director of Customer Success will leverage metrics and analytics to assess and improve customer health and performance, identify performance gaps and opportunities, and develop and execute corresponding plans. The role will define and oversee all customer lifecycle processes and touchpoints, with a particular emphasis on the following areas in collaboration with the customer’s leadership team:

• Process reviews
• Execution of business reviews
• Action plans
• Roadmaps to drive value against their evolving business objectives

Additionally, the role will collaborate cross-functionally to advocate for the customer and ensure that the Voice of the Customer is captured in product, support, and other plans.

Qualifications

• 7+ years of experience in Customer Success, Account Management, or a related field.
• 5+ years of experience in a leadership or managerial role, preferably within a SaaS or technology company.
• Experience managing teams of people, implementing major process improvements and developing data-driven strategies.
• Superior self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance, and professionalism.
• Strong written and verbal communication skills.
• Strong project management skills; highly organized and solution-driven.
• Experience managing multiple projects, work prioritization, planning, and execution.
• Excellent critical thinking, organizational, and problem-solving skills.
• Outstanding time management skills and the ability to prioritize work.
• 5-10% of your time may include travel for client visits, conferences, networking events, or other work-related events.

Requirements

• Deep familiarity with Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce).
• Experience implementing or optimizing Customer Success tools and processes.
• Experience leading organizational change initiatives, especially related to Customer Success team scaling efforts.
• Experience using a clinical trial management system and/or other software solutions supporting the Clinical Research industry.

Benefits

• The company sponsors health insurance, long-term disability, and life policies.
• Unlimited Paid Time Off.
• 9 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.