Shape client outcomes at scale in a fully remote leadership role focused on advancing clinical research. As a Client Success Manager, you’ll oversee a portfolio of complex accounts across academic institutions and commercial sponsors, ensuring delivery excellence and long-term success in high-stakes environments.
What You’ll Do
- Lead a team of client-facing specialists, building their capability through coaching, delegation, and structured follow-through.
- Own the full lifecycle of client engagements — from onboarding through delivery and renewal — ensuring expectations are set clearly and met consistently.
- Act as a trusted advisor, not just a point of contact, guiding clients toward effective recruitment strategies based on data and experience.
- Coordinate closely with Sales, Technology, and Operations to align priorities, resolve issues early, and maintain confidence across all levels.
- Monitor and report on key performance indicators including satisfaction, delivery speed, and retention, using insights to improve processes.
- Surface risks proactively and drive resolutions to completion, maintaining accountability under pressure.
- Communicate clearly and credibly with clients, team members, and executives, reducing rework through disciplined updates and transparency.
What We’re Looking For
- Proven experience leading client delivery teams and managing KPIs across complex, multi-stakeholder accounts.
- A leadership style rooted in empowerment — you develop others, not do the work yourself.
- Ability to make timely decisions with incomplete information and articulate trade-offs effectively.
- Strong organizational skills with the capacity to manage multiple high-priority accounts simultaneously.
- Time zone availability that overlaps meaningfully with both US and Australian regions.
- Background in B2B services, healthcare, life sciences, CROs, SaaS, or regulated industries is highly valued.
How We Support You
- 100% remote work with real flexibility — set your schedule around life while maintaining team and client alignment.
- Unlimited paid time off you’re encouraged to use — take leave when you need it.
- Financial support for courses, books, and skill-building programs to grow your technical and leadership expertise.
- Work within a mission-driven organization focused on accelerating breakthroughs in ten major diseases.
