OpenClinica accelerates clinical trials by connecting patient recruitment, participant engagement, and clinical data capture in one platform. From finding and pre-screening qualified participants to managing study data through database lock, OpenClinica helps research teams enroll faster, reduce manual work, and run more connected studies.

Trusted by leading life sciences companies, academic institutions, and government organizations, OpenClinica has supported more than 10,000 studies involving over five million participants. We proudly serve hundreds of research organizations of all sizes across biotech, pharmaceutical, medical device, academic research, and contract research organizations.

Learn more at openclinica.com.

OpenClinica

Clinical trial data management solutions – powerful, scalable, flexible, quick to implement, easy to use.

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. This role supports OpenClinica’s UK and broader NHS / public-sector client base. The ideal candidate has experience working with NHS organizations, UK-based research institutions, CROs, or life sciences customers and understands the operational, regulatory, and communication nuances of supporting UK customers. While this is a US-based role, preference will be given to candidates located on the US East Coast to enable strong overlap with UK business hours and customer needs. 

 
 Location: Fully Remote in the U.S. 
 
 
 Status: Full-time, Exempt
 
 
 Reports to: Vice President of Customer Success 
 
 
 Comp.: Base Salary = $140,00. On Target Earnings = $160,000+
 

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
 
 
 Experience supporting NHS, UK public-sector, or UK life sciences / clinical research customers strongly preferred
 
 
 Familiarity with UK business culture, communication norms, and healthcare or clinical research ecosystems
 
 
 Experience working across UK and US time zones in a client-facing role
 
 
 Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)
 

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