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$120k–$140k/yr
Full-time
bachelor degree
Posted 5h ago
~40 hrs/week
Remote in United States
Responsibilities
Lead and develop the eClinical Customer Success team to drive retention, expansion, and Net Revenue Retention (NRR). Act as a player-coach managing complex customer escalations and operationalizing engagement programs like QBRs.
Requirements
Requires a Bachelor's degree and 8+ years of experience in Customer Success, Account Management, or Clinical Operations within a SaaS environment. Must have experience leading customer-facing teams and familiarity with eClinical systems or EDC platforms.
Full job description
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.
Location: Fully Remote in the U.S.
Status: Full-time, Exempt
Reports to: Vice President of Customer Success
Comp.: Base Salary = $120,00. On Target Earnings = $140,000+
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
Scale revenue!
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
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
Clinical trial data management solutions – powerful, scalable, flexible, quick to implement, easy to use.
Industry
IT Services and IT Consulting
Company size
51-200 employees
Founded
2004
Headquarters
Waltham, Massachusetts
LinkedIn followers
9,694
OpenClinica accelerates clinical trials by automating data acquisition through its software-as-a-service platform. Offering a secure bridge between healthcare and research, OpenClinica is trusted by the world’s foremost life science companies, academic institutions, and government entities and has been used in more than 10,000 studies involving over five million patients. OpenClinica is proud to support hundreds of small, midsize and large research organizations spanning biotech, pharma, medical device manufacturing and contract research organizations. Learn more at openclinica.com or email us at [email protected]
Offices: 1075 Main St, Suite #140, Waltham, Massachusetts 02451, US
electronic data captureclinical trials softwareEDCopen sourceclinical data managmentstudy buildCTMSCDISCeCRFCRF
How many Healthcare jobs are open in Needham, MA right now?
There are currently 133 open healthcare positions in Needham, MA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Healthcare roles in Needham, MA?
Companies currently hiring include Bristol Myers Squibb, Candel Therapeutics, Xenon Pharmaceuticals Inc., CVS Health, Bierman Autism Centers, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Healthcare jobs in Needham, MA?
Yes — 46 of the 133 open healthcare positions offer remote or hybrid work (7 remote, 39 hybrid).
How do I apply for Healthcare jobs in Needham, MA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.