Customer Success Manager

Responsibilities: The role focuses on driving product adoption, retention, and expansion within the UK NHS and public-sector client base. Key duties include managing the customer lifecycle from onboarding to renewal while acting as a trusted advisor to ensure measurable ROI.

Requirements: Requires 5+ years of experience in customer success or account management within a client-facing SaaS environment. Strong preference is given to candidates with experience supporting UK life sciences or NHS organizations and those located on the US East Coast.

Key skills: Customer Success Management, Account Management, SaaS, Value-Based Selling, Pipeline Generation, Customer Onboarding, CRM Proficiency, Churn Mitigation, Stakeholder Engagement, Strategic Planning, Cross-functional Collaboration, Problem Solving, Verbal Communication, Written Communication, Client Relationship Management, ROI Analysis

Keywords: OpenClinica, EHR, EDC, Clinical Trials, Life Sciences, NHS, Public Sector, SaaS, CRM, NPS, CSAT, Upsell, Cross-sell, Customer Health Score, Product Roadmap, Clinical Research, CRO, Account Mapping, Onboarding, Retention, Churn, ROI, MSA, Work Orders, UK Business Culture