Customer Success (Clinical Research Coordinator)

HealthKey (YC W25); Chihuahua; Presencial; MXN 1,097,000 - 1,464,000; Jornada completa

Descripción de la vacante

A healthcare technology company in Mexico is seeking a Customer Success Manager to lead customer onboarding for clinical trials and ensure successful usage of their platform. The role demands a strong customer-focused mindset and the ability to navigate various healthcare experiences. Ideal candidates should have experience in clinical roles and a proactive approach to customer success. Competitive compensation including salary and equity with health benefits is offered.

Servicios

Competitive salary + equity

Health and vision insurance

Paid time off (PTO)

Formación

• 2+ years as a Clinical Research Coordinator or in a clinical role.
• Proactive in identifying gaps, proposing solutions, and owning outcomes.
• Genuine care for customer success and energy from problem-solving.

Responsabilidades

• Onboard new customers and guide teams through implementation.
• Setup clinical trials and translate protocols into the platform.
• Monitor customer health and proactively address issues.

Conocimientos

Customer obsession

High agency

Clinical experience

Communication skills

Herramientas

SQL knowledge

Descripción del empleo

About Us

HealthKey helps doctors’ offices find patients for clinical trials with AI. We partner with research organizations and sites (i.e. doctors offices), integrate deeply with their EHRs, and use AI to find eligible patients for their trials.

Our product is a SaaS powered by AI Agents that mirror clinics' existing operations, with a UX for clinical support teams to review. We have several active/paying customers, and a huge backlog of signed customers to onboard (we need your help!).

We're a part of Y Combinator's W25 batch, raised a Seed round, and work in-person here in Austin, TX. Our team of 5 has worked together for years (prev. startup raised $160M Series B). We work intensely, are customer obsessed, and genuinely enjoy the craft.

I won't sugarcoat it. We work hard. We're laser focused. We care deeply and have very high standards. And we're looking for others who also find that to be motivating.

About You

• You have 2+ years as a Clinical Research Coordinator (CRC) OR clinical role ***
  • We work across indications: oncology, urology, GI, cardiology/cardiometabolic, dermatology, rheumatology, and more — so your healthcare experience translates regardless of therapeutic area.
• You're based in Austin, TX ***
• You want to work in-person, in-office ***
• You're customer obsessed: You genuinely care about making customers successful and get energy from solving their problems.
• You're high agency: You’re proactive. You identify gaps, propose solutions, and own outcomes. You follow up until the job’s done.
• You want to grow into Customer Success Management: This is a CSM track role with potential to manage a team as we scale.

Nice to Have

• ACRP or SoCRA certifications
• SQL knowledge (Bonus points! Be sure to include this in your resume/message)
• All other candidates will be disregarded

THE JOB

This is first and foremost a Customer Success role. You'll own customer onboarding and success, ensuring our customers are actively using HealthKey to find patients for their clinical trials.

Here's What You'll Do

• Onboard new customers: Guide clinics’ research teams through implementation, configure trials in our platform, and train their teams.
• Setup clinical trials: Review protocols and translate inclusion/exclusion criteria into HealthKey so our AI can accurately identify eligible patients.
• Be the voice of the customer: Join customer calls, identify pain points, and work with our CEO and engineering team to drive product improvements.
• Build the playbook: Document processes, create training materials, and establish best practices as we scale.
• Ensure adoption and success: Monitor customer health, proactively address issues, and make sure sites are getting real value.
• Travel occasionally: Attend conferences and visit customer sites to strengthen relationships and gather feedback.

You’ll report directly to the CEO. As the team grows, there will be opportunities to grow into managing other Customer Success Managers.

Compensation & Benefits

• Competitive salary + equity
• Health and vision insurance
• PTO policy
• In‑person work environment in Austin, TX