Director of Professional Services

Deep End Talent Strategies

8d•$170,000 - $170,000

About The Position

SimpleTrials is entering an exciting new stage of expansion, supported by double-digit year-over-year growth and a recent recapitalization. We are hiring a Director of Customer Success to own the post-sale customer experience and turn our installed base into a durable source of retention and expansion revenue. SimpleTrials is a SaaS company serving clinical trial teams worldwide. Our configurable CTMS (Clinical Trial Management System) and eTMF (electronic Trial Master File) platform helps sponsors, CROs, and research sites manage studies, documentation, and reporting without the cost and complexity of traditional enterprise software. We have a proven product and customers across the United States, Europe, and APAC. Many of those customers use only part of what the platform can do. Our next stage of growth depends on retaining our customers, deepening their adoption, and surfacing expansion opportunities as they get more value.

Requirements

Successful experience in progressive B2B SaaS customer success roles, including at least several years managing and developing a team
Demonstrated track record of improving retention and reducing churn
Experience building customer health scoring, lifecycle programs, and CS playbooks
Strong ability to design and deliver engaging customer training, both live and on-demand
Experience partnering with Sales to identify and hand off expansion opportunities, and to build a repeatable upsell motion
Proven ability to identify, measure, and report on the KPIs that matter, providing meaningful, data-driven insights to the CEO
Comfort with CRM and customer success tools (e.g., Salesforce) and using product usage data
Strong written and verbal communication skills, including the ability to simplify complex software and technical workflows
Comfort working directly with executive leadership and customer stakeholders at all levels
Willingness to travel approximately 25% as needed

Nice To Haves

Supporting customers in life sciences, clinical research, healthcare, or another regulated industry
Familiarity with CTMS, eTMF, or other clinical trial software
Supporting customers across the United States, Europe, and APAC
Working in a private equity-backed or growth-stage company
Building or scaling a customer success function in a growing software company

Responsibilities

Own gross and net revenue retention, and build the plan to reduce churn across every region and segment.
Build a customer health scoring model using product usage, support activity, engagement, and renewal signals.
Identify at-risk accounts early and lead save plans with the right internal stakeholders.
Run a regular customer feedback program (e.g., NPS or CSAT) and turn the results into action.
Serve as the executive point of contact for key accounts and escalations.
Design and deliver training programs, including webinars, live sessions, office hours, and on-demand content, so customers know what the platform can do.
Highlight underused features and modules that solve problems customers already have.
Build customer lifecycle touchpoints such as onboarding follow-ups, periodic business reviews, and release updates.
Partner with Marketing on customer-facing content, case studies, and references.
Identify expansion opportunities through training sessions, account reviews, and usage data, and pass qualified leads to Sales.
Work with Sales and leadership to design the upsell motion, including lead criteria, handoff process, and follow-up expectations.
Track expansion leads sourced by Customer Success and report on their conversion to closed revenue.
Support Sales during expansion conversations with account context and customer relationships, without owning the close.
Share customer feedback, feature requests, and churn reasons with Product and leadership.
Build the playbooks, processes, and reporting that make Customer Success repeatable as the business scales.
Establish regular reporting on retention, churn, health, adoption, and CS-sourced pipeline.
Lead, coach, and develop a small team of direct reports, setting clear goals and account ownership.
Define the team's structure, roles, and hiring plan as the customer base grows.