Associate Customer Success Manager

OpenClinica LLC•Needham, MA

8h•Remote

About The Position

The Associate Customer Success Manager is dedicated to enhancing the customer experience, ensuring customer satisfaction, and fostering long-term relationships. This role involves engaging with clients, addressing their needs, resolving issues, and guiding them toward realizing the full value of our products/services. Success in this role requires excellent communication skills, empathy, and a proactive approach to problem-solving.

Requirements

2+ years in customer success, account management or a related customer-facing role.
Bachelor’s degree or equivalent experience.
Experience in a client-facing SaaS role
Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)
Sales know-how
Strong verbal and written communication skills
Problem-solving abilities and a customer-centric mindset
Strong collaboration mindset and capabilities
Ability to multitask and handle multiple accounts
Proficiency in CRM software

Responsibilities

Pipeline Generation within Existing Accounts: Identify and qualify expansion opportunities (additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; partner with Account Executives to progress and close opportunities.
Commercial Ownership of Inbound Opportunities: Manage inbound requests from existing customers through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue where applicable.
Value-Based Selling: Translate customer goals and operational challenges into tailored solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and support upsell/cross-sell motions.
Customer Onboarding: Lead the onboarding process for new customers, ensuring they understand and can fully utilize the product/service.
Customer Engagement: Develop and maintain positive relationships with customers, regularly reaching out to address their needs and ensure satisfaction. Identify account opportunities to support their business needs. Focus on customer utilization, maturity, and drive demand for incremental solutions.
Issue Resolution: Address and resolve customer inquiries or concerns in a timely and effective manner, coordinating with internal teams as needed.
Product Education and Training: Educate customers on features, benefits, and best practices, providing training sessions and support documentation as needed.
Customer Retention and Growth: Monitor customer health metrics, proactively identifying risks, opportunities for expansion, and working with sales for upselling when appropriate. Strategize on upcoming customer renewals, targeting 120 days in advance. Analyze the various components of each Customer and outline recommendations appropriately.
Feedback Collection: Collect customer feedback, relay it to product and support teams, and work towards improving the overall customer experience.
Data Tracking and Reporting: Keep accurate records of customer interactions, updates, and engagements, providing reports and insights on customer satisfaction trends. Ensure the CRM system contains accurate customer data (in particular account, contact, opportunity, LOA score, NPS/CSAT scores, meeting notes, risk and other key fields as necessary)
Collaborate with Cross-Functional Teams: Work closely with product, sales, and support teams to ensure a cohesive customer experience. Prepare for and conduct internal monthly success review meetings with senior management. Keep senior management abreast of accounts at risk of non-renewal, individual high priority unmet customer needs.