Associate Customer Success Manager

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. The Associate Customer Success Manager supports the Customer Success team in delivering exceptional client experiences and serves as the primary point of contact for developing accounts, driving adoption of RealTime’s technologies through proactive communication and outreach.

Responsibilities:

• Serve as the day-to-day point of contact for developing accounts within an assigned book of business
• Monitor customer system utilization and adoption through the CSM platform, serving as the escalation point for related client issues
• Educate and upsell customers on system features most relevant to their portfolio and use case
• Document customer interactions, issues, and resolutions accurately and promptly within the CSM platform
• Deliver professional, world-class experiences at every customer touchpoint
• Provide clear communication, problem-solving, and basic conflict-resolution support to customers
• Collaborate with peers across the organization to share customer feedback and identify recurring trends
• Participate in team meetings, contribute insights, and complete assigned action items
• Build and maintain product knowledge through ongoing training and self-directed learning
• Assist in preparing customer-facing materials, training documentation, and internal knowledge base articles
• Apply established policies, procedures, and industry best practices in all customer interactions
• Track key performance indicators that align with the company’s customer solution strategy
• Uphold the HIPAA Privacy Rule; this role may view Protected Health Information (PHI) as part of daily duties
• Perform other duties as assigned by management

Requirements:

• Bachelor's degree (e.g., Life Sciences, Business, Information Technology)
• 1–2 years of professional experience in a B2B SaaS customer-facing role - Customer Success, Account Management, Implementation, or Technical Support, or equivalent operational experience at a clinical research site, sponsor, or CRO
• Demonstrated experience managing customer accounts or owning issue resolution through a ticketing or CRM platform
• Working familiarity with clinical research, healthcare, or life sciences workflows, including comfort with terms such as protocol, IRB, site, sponsor, CRO, monitor, and source documentation
• Proven ability to communicate clearly and professionally with external stakeholders, both verbally and in writing
• Strong organizational skills with the ability to manage competing priorities and deadlines independently
• Proficiency with web-based business applications and the ability to learn new software platforms quickly
• Comfort with ambiguity and adaptability in a fast-paced, evolving environment
• Familiarity with Clinical Trial Management Systems (CTMS) or other clinical research SaaS platforms