eClinical Customer Success Team Lead

About Our Client:The organization operates in the clinical trials technology sector, addressing inefficiencies in trial execution and participant recruitment. It provides advanced electronic health record to electronic data capture (EHR-to-EDC) connectivity that automates data acquisition, reduces errors, and accelerates processes. The program also offers precision recruitment solutions to help clinical teams enroll suitable participants. Its solutions serve leading life sciences companies, academic institutions, and government agencies, effectively bridging healthcare and research. About the Opportunity:The ECLINICAL CUSTOMER SUCCESS TEAM LEAD is responsible for leading and managing the eClinical Customer Success team to ensure strong customer outcomes and business performance. This role focuses on driving customer retention, expansion, and services growth across the installed base, particularly among UK and public-sector clients including NHS organizations. It serves as both a player-coach and operational leader, handling escalations, standardizing customer success processes, and improving overall execution to enhance net revenue retention. Responsibilities:Lead, coach, and develop the eClinical Customer Success teamDrive customer retention, renewals, expansions, and services growthCollaborate with Sales and Account Executives to identify growth opportunitiesManage escalations and coordinate resolutions across teamsMonitor customer health, adoption trends, and account risksImplement and scale customer engagement programs such as QBRs and health reviewsPromote adoption of platform offerings including Insight Reporting, Participate/ePRO, Randomization, and eConsentEstablish and improve customer success processes, KPIs, and workflowsPartner with Product and Leadership to provide customer feedback and market insights Requirements:Bachelor’s Degree8+ years in Customer Success, Account Management, Clinical Operations, or related SaaS rolesExperience managing enterprise customer relationships in software, technology, or clinical researchPrior leadership or mentoring experience in customer-facing teamsFamiliarity with clinical trial operations, EDC platforms, or eClinical systemsExperience supporting NHS, UK public-sector, or UK life sciences clients preferredUnderstanding of UK business culture and communication normsExperience working across UK and US time zonesLegal authorization to work in the United States without sponsorshipComfortable engaging with customers via phone, email, and webinars Pay Range and Compensation Package:Base Salary = $140,000On Target Earnings = $160,000+ Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.