Customer Success Sales Manager

Midwest Startups; Ann Arbor (MI); Remote; USD 70,000 - 100,000; Full time

Job summary

A fast-growing startup in the clinical research sector is seeking a Customer Success Sales Manager. This remote role combines consultative sales expertise with a focus on customer satisfaction, directly influencing revenue growth. The position requires working with diverse stakeholders and managing third-party relationships.

Benefits

Flexible work culture

Participate in incentive plan

Competitive compensation and benefits

Qualifications

• 3+ years of direct sales experience in clinical research.
• 2+ years of experience in customer support or related customer-facing role.

Responsibilities

• Own the full sales cycle from lead generation to close.
• Serve as the primary contact for a portfolio of customers, ensuring adoption and satisfaction.

Skills

Sales experience

Customer success

Communication

Negotiation

Presentation

CRM tools

Job description

About Us

Ripple Science is transforming the clinical research space by bridging the gap between participant recruitment and trial management. We partner with academic institutions, health systems, and research organizations to drive enrollment success with innovative tools and exceptional support.

What We’re Looking For

• 3+ years of direct sales experience in clinical research
• 2+ years of experience in customer support, implementation, account management, or a related customer-facing role in the SaaS, research, or healthcare environment.
• Ability to work with a diverse range of stakeholders across the life sciences and academic research landscape, including start teams, C-suite executives, industry leaders, principal investigators, and site-level managers.
• Excellent communication, negotiation, and presentation skills.
• Proficient in using CRM tools like HubSpot to track and manage activities and pipeline.
  

Why Join Us

• Be a key player in a fast-growing startup transforming academic and clinical research recruitment.
• Opportunity to get your hands dirty and make a direct impact on the company’s growth and success
• Work closely with leadership and cross-functional teams in a highly collaborative, agile environment
• Contribute to building and refining processes, strategies, and customer-facing programs from the ground up.
• Potential for incentive plan participation, giving you a stake in the company’s future.
• Flexible, supportive work culture that values initiative, creativity, and continuous learning.
• Competitive compensation and benefits package.

Position Overview

We are seeking a Customer Success Sales Manager to act as the key driver of growth and retention at Ripple Science. In this role, you will be responsible for acquiring new customers and supporting existing ones, specifically those leading public health initiatives, social and behavioral research, longitudinal studies, chronic disease programs, and other non-FDA-regulated or observational research efforts. This is a blended role, combining consultative sales expertise with a customer-first mindset, directly impacting revenue growth, customer satisfaction, and platform adoption.

This remote position is designed for a dynamic, relationship-driven professional who thrives in both sales and customer success. The position is responsible for identifying and engaging new leads to expand our market presence while simultaneously ensuring our current customers receive the support, guidance, and strategic insight needed to succeed with our platform.

The ideal candidate has experience selling into universities or research sites, is comfortable navigating long sales cycles, and is equally passionate about ensuring customer success post-sale.

Key Responsibilities

Sales and Growth:

• Own the full sales cycle from lead generation to close.
• Build and manage a robust pipeline through outbound outreach, referrals, and inbound leads.
• Tailor messaging and demos to meet the unique needs of research teams managing complex participant engagement workflows.
• Identify upsell opportunities within the current customer base for expansion opportunities and services.
• Collaborate with leadership and vendors to develop scalable sales processes
• Accurately forecast, track, and report on sales performance and pipeline health.
  

Success and Support:

• Serve as a primary point of contact for a portfolio of customers, ensuring adoption, satisfaction, and long-term retention.
• Troubleshoot issues, collaborate with peers, and ensure timely resolution of customer concerns.
• Lead onboarding and implementation efforts for new customers, driving value early in their journey.
• Provide product support and guidance, coordinating internally to resolve customer issues quickly.
• Conduct check-ins, QBRs, and renewal conversations that reinforce value and deepen customer relationships.
• Advocate for customers internally, offering feedback to product support teams.
• Capture customer feedback and collaborate with internal teams to influence product development and roadmap priorities.

You made it to the end of this posting!

Think this role is a strong match for your background?

If so, please consider applying!

But before you do, please read the following carefully:

You will be required to submit a cover letter with your application. In it, please be sure to include:

• A brief example of a time you successfully closed a complex deal or converted a hesitant prospect into a customer.
• Use the word “Ripple” in a sentence that reflects your understanding of our platform and the types of research teams we support.