Head of Project Management & Customer Success

Resonant Clinical Solutions; Leesburg (VA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health benefits

401k match

Company bonus

HSA/FSA

Job summary

Resonant Clinical Solutions is seeking a Manager, Project Management Team, hybrid in Leesburg, VA. You will lead a team of Project Managers and Project Support staff, owning the end-to-end customer experience and driving consistency in Customer Success across the organization.

You will partner with Business Development, Operations, and leadership to protect customer satisfaction, coach teams, and identify cross-sell opportunities while implementing standardized processes and global best

Qualifications

• Bachelor's degree required; Master's preferred.
• 10+ years of professional experience in related roles.
• 6+ years leading, coaching, or mentoring a team.
• Experience in clinical services, life sciences, or regulated environments preferred.
• Experience partnering with Business Development on account growth or cross-selling.

Responsibilities

• Serve as escalation point and trusted advisor for an assigned portfolio of customer accounts, building long-term relationships based on responsiveness and follow-through.
• Own customer satisfaction, retention, and account health; proactively identify risk and lead resolution.
• Conduct periodic account reviews (e.g., QBRs) to strengthen relationships and identify opportunities for expanded services.
• Educate customers on the full breadth of capabilities and route opportunities to cross-sell services across business units.
• Lead, mentor, and develop a team of customer Project Managers and Project Support staff; drive accountability and performance.
• Identify and implement process improvements; document and globalize best practices for broader adoption.

Skills

Leadership

Coaching

Project management

Customer success

Communication

Process improvement

Cross-functional collaboration

Education

Bachelor's degree

Master's degree preferred

Tools

Microsoft Office Suite

CRM systems

Job description

Resonant Clinical Solutions is seeking a Manager, Project Management Team, hybrid in Leesburg, VA. You will lead a team of Project Managers and Project Support staff, owning the end-to-end customer experience and driving consistency in Customer Success across the organization.

You will partner with Business Development, Operations, and leadership to protect customer satisfaction, coach teams, and identify cross-sell opportunities while implementing standardized processes and global best