Experienced Customer Success Manager: Research Sites – Clinical Trial Platform Development
At arenaflex, we're revolutionizing the clinical research landscape by bringing cutting-edge medical innovations to patients worldwide. Our mission is to bridge the gap between pharmaceutical companies and community-based researchers, ensuring that every individual has access to the latest medical advancements. As a leading Tech for Good company, we're proud to have been recognized as one of Fast Company's Most Innovative Companies of 2024, Fierce Healthcare's Fierce 15, and Built In's Best Places to Work 2025. We're seeking an experienced Customer Success Manager to join our growing team of passionate professionals. As a CSM, you'll play a vital role in guiding clinical research sites through their journey with arenaflex, from onboarding and activation to long-term retention. You'll build strong relationships with clients, understand their challenges deeply, and showcase how our technology can address their needs. If you're a driven and customer-centric individual with a passion for clinical research, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a pioneering company that's changing the face of clinical research. Our platform offers clinical trials from leading pharmaceutical companies to over 4,000 sites across the globe, and we're poised for significant growth in 2025. Our team is comprised of pharmaceutical experts, software engineers, professional services members, and more, all working together to solve the complex challenges facing clinical research.
The Role
As a Customer Success Manager, you'll be responsible for ensuring the overall satisfaction and retention of our assigned client base. You'll collaborate with our Product, Project Management, and Data teams to shape our product roadmap and develop strategies to improve user loyalty. Your primary focus will be on building engagement and loyalty by showcasing the value of our product, helping shape the product roadmap, and ensuring our solutions make a real difference for site organizations.
Key Responsibilities
- Client Satisfaction and Retention: Responsible for the overall satisfaction and retention of the assigned client base, ensuring that our clients achieve their goals and objectives through our platform. - Collaboration and Strategy: Collaborate with Product, Project Management, and Data teams to help shape our product roadmap and develop strategies to improve user loyalty. - Site Lifecycle Management: Own the entire site lifecycle from onboarding, activation, and retention, ensuring a seamless experience for our clients. - User Adoption and Engagement: Analyze user adoption and engagement to ensure the long-term success of our programs and identify areas for improvement. - Client Health and Success: Actively measure, monitor, and ensure the health of the assigned client base, providing timely interventions to address any issues. - Customer Check-ins and Meetings: Lead customer check-in and ad hoc meetings to ensure open communication and address any concerns or questions our clients may have.
Qualifications
- Location: Based in Eastern Standard time zone (this is a hard requirement). - Experience: 3+ years of experience in Customer Success, Sales, Account Management, or Partnership experience in a fast-moving B2B SaaS company or similar environment. - Clinical Research Experience: 2+ years of experience working with clinical research sites, with a deep understanding of the industry and its challenges. - Proven Track Record: Proven track record of managing clients autonomously and owning account success, with a strong ability to assess situations, identify next steps, implement action plans, and hold others accountable to deliverables and deadlines. - Analytical Skills: Able to analyze problems, find root causes, and propose solutions to drive business growth and improvement.
Bonus Points
- Familiarity with Hubspot, with experience using the platform to drive customer success and engagement.
Benefits
- Vacation Time: 6 weeks of vacation time to recharge and relax. - Holidays: 9 holidays + 4 floating holidays to celebrate special occasions and observe important dates. - Maternity Leave: 16 weeks of paid maternity leave to support new parents and promote work-life balance. - Comprehensive Health Insurance: Access to comprehensive health insurance to ensure your physical and mental well-being. - Competitive Salary and Equity: Competitive salary and equity to recognize your contributions and support your financial goals.
Diversity, Equity, and Inclusion
arenaflex is committed to creating an inclusive and diverse work environment that values and respects all individuals. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled. If you're a motivated and customer-centric individual with a passion for clinical research, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job