Senior eClinical Customer Success Lead — Remote

OpenClinica, LLC; Northern (KY); Hybrid; USD 126,000 - 154,000; Full time

Job summary

OpenClinica, LLC is seeking a seasoned eClinical Customer Success Team Lead to guide and scale our customer success function from a remote US base. You will drive customer retention, renewals, and expansions across the installed base while coordinating with Sales, Services, Product, and Support to ensure top-tier outcomes.

The role requires deep experience with NHS/UK life sciences customers, strong stakeholder management, and the ability to operate across UK-US time zones.

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.
• Must be legally authorized to work in the United States and not require employer sponsorship.
• Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars).

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

Leadership

Communication

Customer success

Strategy

Cross-functional work

Education

Bachelor's degree

Job description

OpenClinica, LLC is seeking a seasoned eClinical Customer Success Team Lead to guide and scale our customer success function from a remote US base. You will drive customer retention, renewals, and expansions across the installed base while coordinating with Sales, Services, Product, and Support to ensure top-tier outcomes.

The role requires deep experience with NHS/UK life sciences customers, strong stakeholder management, and the ability to operate across UK-US time zones.