eClinical Customer Success Team Lead
About the role
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. 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.
Responsibilities
- 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