Director of Customer Success

RealTime eClinical Solutions is a global leader and rapidly growing SaaS technology company providing comprehensive software solutions to the clinical research industry. Our vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions simplify clinical research processes to be more organized, efficient, and cost-effective. We are based in San Antonio, TX, but operate as a remote and telecommuting company.

About the role

We are seeking a dynamic and strategic leader to join RealTime as the Director of Customer Success. In this pivotal role, you will shape customer relationships, drive retention and growth, and champion the Voice of the Customer across the organization. Reporting to the EVP of Operations, you will lead high-impact initiatives to strengthen customer relationships, improve retention, yield expansion, and ensure seamless collaboration across teams. The role involves leveraging metrics and analytics to assess customer health, identify performance gaps, and develop execution plans. You will define and oversee all customer lifecycle processes and touchpoints, collaborating cross-functionally to advocate for the customer in product, support, and other plans.

Responsibilities

• Evaluate existing customer success operations and drive improvements to processes, metrics, and performance.
• Deploy and oversee disciplined client management strategies across the entire customer base to build enduring relationships.
• Partner with Sales Leadership to develop strategies and goals around upsells, expansion, and renewals to positively impact customer lifetime value.
• Exhibit self-motivated ownership of metric-driven results, ensuring goals are attained or exceeded.
• Lead and manage a Customer Success team, including hiring, retention, and mentoring of Customer Success Managers.
• Coordinate account team activities, including learning opportunities, market insights, and best practices in client service.
• De-escalate and resolve complex client situations both internally and externally.
• Collaborate with Sales, Product, Marketing, and other teams to support customer-facing events, communications, and initiatives.
• Provide feedback to product, sales, and marketing teams for continuous improvement of products and service offerings.
• Define segmentation of the customer base, build corresponding strategies, and identify opportunities for improvement.
• Drive customer lifetime value and Net Revenue Retention growth through higher product adoption and customer satisfaction.
• Design scalable processes to support and engage a rapidly growing customer base.
• Establish systems for tracking and forecasting operational metrics, measuring effectiveness, and optimizing the customer success journey.
• Develop executive-level relationships with key customers and deliver strategic recommendations to leadership on customer trends and health.

Requirements

• 7+ years of experience in Customer Success, Account Management, or a related field.
• 5+ years of experience in a leadership or managerial role, preferably within a SaaS or technology company.
• Experience managing teams, implementing major process improvements, and developing data-driven strategies.
• Superior self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance, and professionalism.
• Strong written and verbal communication skills.
• Strong project management skills; highly organized and solution-driven.
• Experience managing multiple projects, prioritizing work, and executing plans.
• Excellent critical thinking, organizational, and problem-solving skills.
• Outstanding time management skills and ability to prioritize work.
• 5-10% travel may be required for client visits, conferences, networking events, or other work-related events.

Skills

• Deep familiarity with Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce).
• Experience implementing or optimizing Customer Success tools and processes.
• Experience leading organizational change initiatives, especially related to scaling Customer Success teams.
• Experience using a clinical trial management system or other software solutions supporting the Clinical Research industry.

Benefits

• Company-sponsored health insurance, long-term disability, and life policies.
• Unlimited Paid Time Off.
• 9 paid holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• 401K matching: RealTime matches 100% of the first 3% invested and 50% of the next 2% invested.

All successful candidates must complete and pass reference and background checks. The desired salary must be indicated for the application to be considered.