eClinical Customer Success Team Lead

OpenClinica, LLC; Northern (KY); Hybrid; USD 140,000 - 160,000; Full time

Job summary

OpenClinica, LLC is seeking an eClinical Customer Success Team Lead. This fully remote US role combines player-coach leadership with operational oversight to drive customer retention, expansions, and successful NHS/public-sector collaborations.

You will partner with Sales, Services, Product, Support, and Engineering to standardize processes and drive Net Revenue Retention across the installed base, with emphasis on UK customers and cross-timezone collaboration.

Qualifications

• Bachelor’s Degree required.
• 8+ years of experience in Customer Success, Account Management, Clinical Operations, or related client-facing SaaS roles.
• Experience managing enterprise customer relationships in software, technology, or clinical research environments.
• Prior experience leading or mentoring customer-facing teams.
• Familiarity with clinical trial operations, EDC platforms, or eClinical systems.
• Experience supporting NHS, UK public-sector, or UK life sciences / clinical research customers strongly preferred.
• Familiarity with UK business culture, communication norms, and healthcare or clinical research ecosystems.
• Experience working across UK and US time zones in a client-facing role.

Responsibilities

• Lead, coach, and develop the eClinical Customer Success team to drive strong customer outcomes and commercial performance.
• Drive retention, renewals, expansions, study adds, and Services growth across the installed base with a focus on Net Revenue Retention (NRR).
• Partner closely with Sales and Account Executives to identify and progress Growth opportunities within existing accounts.
• Serve as an escalation point for complex customer issues and coordinate resolution across Product, Support, Services, and Engineering.
• Monitor customer health, Salesforce pipelines, adoption trends, and account risks to proactively drive retention and expansion outcomes.
• Help operationalize and scale customer engagement programs including QBRs, health reviews, and executive stakeholder management.
• Drive adoption and expansion of OpenClinica platform offerings including Insight Reporting, Participate/ePRO, Randomization, eConsent, and related solutions.
• Establish and improve Customer Success processes, KPIs, reporting, and operational workflows across the team.
• Partner with Product and Leadership teams to surface customer feedback, market trends, and product enhancement opportunities.

Skills

Strong communication

Relationship management

Organizational skills

Commercial mindset

Cross-functional coordination

Data-driven

Education

Bachelor’s Degree

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

eClinical Customer Success Team Lead

Full Time

3 days ago Requisition ID: 1048

Salary Range: $140,000.00 To $160,000.00 Annually

About OpenClinica:

OpenClinica makes clinical trials more efficient and effective with advanced technology and recruitment solutions. Our industry-leading EHR-to-EDC connectivity automates source data acquisition, reduces errors, and eliminates delays, while our precision recruitment solutions help teams enroll the right participants with ease. Trusted by the world's leading life sciences companies, academic institutions, and government agencies, OpenClinica bridges the gap between healthcare and research.

About the Role and Team:

The eClinical Customer Success Team Lead is player-coach responsible for the overall performance and operational execution of the eClinical Customer Success team. This individual will partner closely with Customer Success Managers, Sales, Services, Product, and Support to drive customer retention, expansion, Services growth, and long-term customer success across the eClinical installed base.

This role serves as both a player-coach and operational leader — helping manage escalations, improve team execution, standardize customer success processes, and drive Net Revenue Retention (NRR) performance across the business. This role supports OpenClinica’s UK and broader NHS / public-sector client base. The ideal candidate has experience working with NHS organizations, UK-based research institutions, CROs, or life sciences customers and understands the operational, regulatory, and communication nuances of supporting UK customers. While this is a US-based role, preference will be given to candidates located on the US East Coast to enable strong overlap with UK business hours and customer needs.

Location: Fully Remote in the U.S.

Status: Full-time, Exempt

Reports to: Vice President of Customer Success

Comp.: Base Salary = $140,00. On Target Earnings = $160,000+

What You Will Do:

Lead, coach, and develop the eClinical Customer Success team to drive strong customer outcomes and commercial performance

Drive retention, renewals, expansions, study adds, and Services growth across the installed base with a focus on Net Revenue Retention (NRR)

Partner closely with Sales and Account Executives to identify and progress Growth opportunities within existing accounts

Serve as an escalation point for complex customer issues and coordinate resolution across Product, Support, Services, and Engineering

Monitor customer health, Salesforce pipelines, adoption trends, and account risks to proactively drive retention and expansion outcomes

Help operationalize and scale customer engagement programs including QBRs, health reviews, and executive stakeholder management

Drive adoption and expansion of OpenClinica platform offerings including Insight Reporting, Participate/ePRO, Randomization, eConsent, and related solutions

Establish and improve Customer Success processes, KPIs, reporting, and operational workflows across the team

Partner with Product and Leadership teams to surface customer feedback, market trends, and product enhancement opportunities

Qualifications:

Bachelor’s Degree required

8+ years of experience in Customer Success, Account Management, Clinical Operations, or related client-facing SaaS roles

Experience managing enterprise customer relationships in software, technology, or clinical research environments

Prior experience leading or mentoring customer-facing teams

Familiarity with clinical trial operations, EDC platforms, or eClinical systems

Experience supporting NHS, UK public-sector, or UK life sciences / clinical research customers strongly preferred

Familiarity with UK business culture, communication norms, and healthcare or clinical research ecosystems

Experience working across UK and US time zones in a client-facing role

Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)

Skills

Strong communication, relationship management, and organizational skills

Commercial mindset with ability to identify growth and expansion opportunities

Ability to manage complex customer situations and cross-functional coordination

Data-driven, operationally minded, and comfortable working in fast-paced environments

Nice to Have

Experience working with CROs, sponsors, biotech, pharma, or academic research organizations

Familiarity with SaaS metrics including NRR, churn, expansion ARR, and renewal forecasting

Experience conducting QBRs and executive stakeholder management