Clinical Trials Customer Success Lead

Embodied AI; Zürich; Hybrid; CHF 90,000 - 130,000; Full time

Job summary

Rivia in Zurich is seeking a Customer Engagement Manager who will be the primary client contact, guiding clinical trial teams to maximize value from the platform and ensure successful adoption across projects.

You will collaborate with sales, product and engineering, educate clients on new functionalities, monitor success metrics, and drive retention, renewal and expansion while delivering outstanding service.

Qualifications

• 5+ years of experience in customer success, account management, or a related role, preferably within the pharmaceutical, Biotech, or healthcare technology sectors.
• Scientific or Engineering background
• Proven ability to build and maintain relationships with C-level executives and key decision-makers.
• Strong understanding of data infrastructure and analytics platforms.
• Experience in defining and capturing client ROI.
• Excellent communication, presentation, and interpersonal skills.
• Customer-focused with a passion for delivering exceptional service and support.
• Ability to manage multiple clients and projects simultaneously in a fast-paced environment.
• Problem-solving skills and a proactive approach to identifying and addressing client needs.

Responsibilities

• Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships.
• Understand client needs and objectives, and ensure they are successfully met through Rivia’s platform.
• Develop and execute customer engagement plans to drive client engagement, satisfaction, and retention.
• Conduct regular check-ins and business reviews with clients to monitor progress and identify opportunities for optimization.
• Provide proactive support and guidance to clients, addressing any issues or concerns promptly and effectively.
• Collaborate with the sales, product, and technical teams to ensure a seamless customer experience, optimize product and go-to-market strategies.
• Educate clients on new functionalities of the Rivia platform, ensuring they are fully leveraged.
• Track and report on key customer success metrics, providing regular updates to senior management.

Skills

Customer success

Account management

Relationship building

Communication skills

Strategic thinking

Education

Scientific or Engineering background

Job description

Rivia in Zurich is seeking a Customer Engagement Manager who will be the primary client contact, guiding clinical trial teams to maximize value from the platform and ensure successful adoption across projects.

You will collaborate with sales, product and engineering, educate clients on new functionalities, monitor success metrics, and drive retention, renewal and expansion while delivering outstanding service.