Remote eClinical Customer Success Lead

OpenClinica LLC; United States; Remote; USD 125,000 - 160,000; Full time

Job summary

OpenClinica is seeking an eClinical Customer Success Team Lead for a fully remote U.S. role. You will oversee performance, coach the team, and partner with Sales, Services, Product, and Support to drive retention, renewals, and services growth across the installed base.

The role reports to the Vice President of Customer Success and requires leadership across UK and US clients, NHS/public-sector experience, and a strong customer-focused approach to improve Net Revenue Retention.

Qualifications

• Bachelor’s Degree required.
• 8+ years in Customer Success or SaaS roles.
• Experience with NHS/UK public-sector preferred.
• Experience leading or mentoring teams.
• Familiarity with EDC/clinical research environments.

Responsibilities

• Lead and coach the Customer Success team to drive retention and revenue.
• Manage escalations and coordinate across Product, Support, Sales, and Services.
• Monitor health metrics, Salesforce data, and expansion opportunities.
• Scale customer engagement programs such as QBRs and health reviews.
• Align UK and US customer needs to maximize Net Revenue Retention.

Skills

Strong communication

Relationship management

Organizational skills

Commercial mindset

Cross-functional coordination

Data-driven

Education

Bachelor's Degree

Job description

OpenClinica is seeking an eClinical Customer Success Team Lead for a fully remote U.S. role. You will oversee performance, coach the team, and partner with Sales, Services, Product, and Support to drive retention, renewals, and services growth across the installed base.

The role reports to the Vice President of Customer Success and requires leadership across UK and US clients, NHS/public-sector experience, and a strong customer-focused approach to improve Net Revenue Retention.