[Hiring] eClinical Customer Success Team Lead @OpenClinica LLC

Role Description

The eClinical Customer Success Team Lead is player-coach responsible for the overall performance and operational execution of the eClinical Customer Success team. This individual will partner closely with Customer Success Managers, Sales, Services, Product, and Support to drive customer retention, expansion, Services growth, and long-term customer success across the eClinical installed base.

• This role serves as both a player-coach and operational leader.
• Manage escalations, improve team execution, and standardize customer success processes.
• Drive Net Revenue Retention (NRR) performance across the business.
• Support OpenClinica’s UK and broader NHS / public-sector client base.
• Preference will be given to candidates located on the US East Coast to enable strong overlap with UK business hours and customer needs.

Qualifications

• 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.
• Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars).

Requirements

• Lead, coach, and develop the eClinical Customer Success team to drive strong customer outcomes and commercial performance.
• Drive retention, renewals, expansions, study adds, and Services growth across the installed base with a focus on Net Revenue Retention (NRR).
• Partner closely 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.
• Help 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 across the team.
• Partner with Product and Leadership teams to surface customer feedback, market trends, and product enhancement opportunities.
• Scale revenue!

Benefits

• Base Salary = $140,000.
• On Target Earnings = $160,000+