Customer Success Manager (Clinical Trial Space)

Who We Are: 

CRIO (Clinical Research IO) is a health tech company helping pharma, biotech, research sites, and academic research centers streamline regulatory workflows with one system and a single source of clinical data capture. Our modules allow sites to capture data electronically in real-time, providing data managers and monitors with enhanced transparency, and enabling remote monitoring by sponsors and CROs.

CRIO’s eSource and CTMS system is a leading, modern, enterprise platform built for clinical research sites. Since CRIO’s launch in 2016, CRIO has established the leading brand position in eSource and has won close to 50% of the emerging class of enterprise-grade site networks, many of whom are backed by institutional investors such as VC, PE and corporations. CRIO has achieved the attached metrics, all with little to no serious outbound sales or marketing.

In 2022, CRIO released its Reviewer product, a separate application that allows third parties to review, query, lock, medical code and extract source data collected in eSource. Reviewer is a flexible application that CRIO plans to commercialize with its own site networks, with third party vendors (e.g., overnight EDC entry services), and with sponsors and CRO’s as either a remote monitoring tool OR a full EDC solution. This innovative architecture is truly groundbreaking, and offers a new vision for how sponsors and CRO’s can drive quality and efficiency.

About CRIO:

CRIO is a forefront provider of innovative solutions in clinical research technology. As a Customer Success Manager, you'll hold a crucial position within our Customer Experience Department, serving as the primary point of contact for both our newest and longstanding clients. Your role will revolve around shepherding clients through the evolution of their investment in CRIO's products and services. This entails leading calls, organizing training sessions, enhancing the end-user experience, and ensuring overall client satisfaction with our offerings.

Requirements

• Guide customers through the transition from onboarding/implementation to the CSM phase of their lifecycle
• Conduct proactive communication and hold Quarterly Business Reviews to optimize product adoption and identify expansion opportunities
• Assess opportunities for product enhancements and liaise with the Product team as necessary
• Take ownership of client communication, satisfaction, and retention for assigned accounts
• Identify and coordinate clinical trial study design opportunities
• Collaborate with cross-functional teams to enhance the overall customer experience, addressing pain points and use cases identified during the sales process and client lifecycle
• Address inbound product/feature queries via Live Chat, email, and phone
• This role is relationship-centric with some upsell opportunities and potential incentivized commissions

QUALIFICATIONS:

• BA/BS degree
• 2-5 years of experience with a proven track record in Customer Success, Account Management, or Implementation
• Exceptional writing, interpersonal, organizational, and time management skills
• Proficiency in PC/Mac skills, including Office Suite/G Suite tools
• Ability to work independently while supporting team objectives
• Demonstrated integrity and a positive, proactive attitude
• Familiarity with Live Chat and project management tools
• Experience with Looker
• Previous work experience in customer service, healthcare, clinical research, or academia

Join us at CRIO and be part of a dynamic team dedicated to revolutionizing the clinical research industry. Apply today to embark on a rewarding career journey!

We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us.

Benefits

• Work from anywhere
• Unlimited PTO
• 401k company match
• Healthcare
• Dental
• Vision
• Life insurance
• Professional development

Annual Salary: $85,000 - $90,000

At CRIO, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.