Global Customer Success Manager & Process Leader

Resonant Clinical Solutions; Leesburg (VA); On-site; USD 110,000 - 150,000; Full time

Job summary

Resonant Clinical Solutions is seeking a Manager, Customer Success to lead a portfolio of accounts and coach a team of Project Managers and staff. You will establish consistent processes, clarify roles, and partner with Business Development, Operations, and leadership to drive customer satisfaction and retention.

You will own escalation handling, account health, and quarterly reviews, while identifying cross-sell opportunities and ensuring service levels and project launches meet commitments

Qualifications

• Bachelor's degree required; Master's preferred.
• 6+ years in project management, customer success, account management, or customer service in regulated environments.

Responsibilities

• Serve as escalation point for an assigned portfolio of customer accounts.
• Own customer satisfaction, retention, and account health; identify risk and lead resolution.
• Conduct periodic account reviews to strengthen relationships and identify expansion opportunities.
• Lead and develop a team of customer Project Managers and Project Support staff.
• Identify and drive process improvements and global standardization across CS.

Skills

Leadership

Account management

Customer success

Process improvement

Coaching

CRM systems

Education

Bachelor's degree

Master's degree preferred

Tools

CRM software

Job description

Resonant Clinical Solutions is seeking a Manager, Customer Success to lead a portfolio of accounts and coach a team of Project Managers and staff. You will establish consistent processes, clarify roles, and partner with Business Development, Operations, and leadership to drive customer satisfaction and retention.

You will own escalation handling, account health, and quarterly reviews, while identifying cross-sell opportunities and ensuring service levels and project launches meet commitments