Client Success Lead, Clinical Trials & Digital Platforms

Syneos Health, Inc.; Greater London; On-site; GBP 65,000 - 100,000; Full time

Job summary

Syneos Health in London is seeking a skilled customer success professional to lead day-to-day client relationships for multiple high-level projects involving digital products used in clinical trials. You will work with sponsors and study teams to ensure delivery, drive client satisfaction, and align with business goals.

Key duties include coordinating cross-functional teams, tracking timelines and budgets, and translating platform capabilities into tangible client value.

Qualifications

• Bachelor’s degree in a related field.
• Relevant experience in clinical research, clinical trial operations, healthcare, digital product delivery, or a related field, with experience in project management, timeline development, and client management.
• Strong client management skills and demonstrated ability to build trusted relationships with internal and external customers.

Responsibilities

• Support senior leads in development and execution of customer success and delivery strategies for sponsors and study teams
• Serve as the primary day-to-day client relationship lead for assigned accounts and studies, facilitating regular touch points, monitoring satisfaction, and identifying opportunities to improve outcomes
• Demonstrate robust, cross-functional project management ensuring timely implementation, onboarding, deployment, and delivery of digital products used in clinical trials
• Review and oversee development of timelines, calendars, action plans, agendas, call notes, metrics reports, and overall account support materials
• Coordinate activities among clients, study teams, content resources, project managers, product leads, technology teams, and other cross-functional stakeholders
• Manage project risks, issues, action items, and client concerns; resolve routine matters and elevate strategic or delivery concerns to senior management as appropriate
• Provide guidance and oversight to account executives and project team members to support consistent execution across assigned studies
• Monitor delivery performance, customer outcomes, project budgets, and utilization; identify scope or budget changes and communicate recommendations to senior management and clients as appropriate
• Support demonstrations, solution reviews, implementation planning, proposals, and new business presentations for existing and prospective customers
• Identify and support opportunities for customer retention, account growth, and expansion of digital products and related service offerings
• Bachelor’s degree in a related field (redundant in qualifications but kept for alignment)

Skills

Client relationship management

Cross-functional collaboration

Project management

Wrike

Salesforce

Education

Bachelor's degree in a related field

Tools

Wrike

Salesforce

Job description

Syneos Health in London is seeking a skilled customer success professional to lead day-to-day client relationships for multiple high-level projects involving digital products used in clinical trials. You will work with sponsors and study teams to ensure delivery, drive client satisfaction, and align with business goals.

Key duties include coordinating cross-functional teams, tracking timelines and budgets, and translating platform capabilities into tangible client value.