{"id":1644340,"url":"https://alion.io/job/realtime-eclinical-customer-success-manager","title":"Customer Success Manager","company":{"id":3796602,"name":"RealTime eClinical Solutions","domain":"realtime-eclinical.com","url":"https://alion.io/company/realtime-eclinical","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":78000,"max_usd":161000,"period":"year","method":"global_role_seniority_cell","sample_n":1206},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-07-27T21:12:00Z","employer_posted_date":"2026-07-27","last_verified_at":"2026-10-14T05:14:58Z","board_verified":true,"closed_at":null,"days_open":78,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":78},"description":"“Be part of an influential company that is the standard for a rapidly evolving industry!”\nWHO ARE WE?\nRealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.\nOur Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based in San Antonio, TX, but we are truly a remote and telecommuting company.\nWHAT ARE WE LOOKING FOR?\nAs a Customer Success Manager (CSM) at RealTime, you will be the primary point of contact for our most strategic customers, ensuring they maximize the value of our eClinical software. You will be responsible for driving customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights.\nThis position involves building strong relationships with key stakeholders to understand their needs and delivering tailored solutions that align with their clinical trial objectives. The CSM role also collaborates with RealTime, working closely with business development, professional services, product, and support teams to ensure client partnerships are running smoothly and delivering high impact.\nA successful CSM is proactive in new user outreach and relationship development. This includes actively seeking introductions to new client employees, understanding their roles and responsibilities, and identifying the tools and applications they currently use in their work.\nWHAT WILL YOU BE DOING?\nCustomer Relationship Management:\nDevelop and maintain strong relationships with key stakeholders within assigned accounts.\nConduct regular proactive meetings with customers to understand challenges, keep abreast of team and organizational changes, and drive plans and actions that improve adoption and customer value\nDevelop close, highly credible working relationships with stakeholders and decision-makers, achieving status as a trusted advisor based on your product expertise and a demonstrated ability to understand and address customer needs and clinical research business operations\nServe as the primary point of contact for all customer-related inquiries and escalations.\nSupport comprehensive training and resources to users, tailored to their specific needs and workflows.\nCustomer Success Strategy:\nUnderstand the clinical trial objectives and business goals of each key account.\nDevelop and execute customized success plans that drive customer engagement and satisfaction.\nMonitor customer usage and proactively address any issues or areas for improvement.\nProduct Expertise and Support:\nGain deep knowledge of RealTime’s eClinical software.\nProvide expert guidance and best practices to help customers optimize their use of the software.\nCollaborate with the support team to resolve technical issues and ensure timely responses.\nCross-Functional Collaboration:\nWork closely with sales, products, and support teams to address client needs, escalate issues or product feedback, or otherwise advocate for the customer. \nCommunicate customer feedback and insights to the product team for continuous improvement.\nIdentify opportunities for upselling and expansion within key accounts.\nReporting and Analysis:\nTrack and report on metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates.\nAnalyze data to identify trends, risks, and opportunities for account growth.\nPrepare and present reports to internal stakeholders and customers as needed.\nManage and Track Customer Health, Success Plans, Account touchpoints, etc. via CRM and Customer Success tools. \nWHAT DO YOU NEED?\nBachelor’s degree in a related field (e.g., Life Sciences, Business, Information Technology) or equivalent experience.\n5+ years of experience in customer success, account management, or a related role within the clinical trials or healthcare software industry.\nStrong understanding of clinical trial operations and regulations.\nProven track record of managing and growing strategic accounts.\nExcellent written and verbal communication skills - comfortable communicating with stakeholders of varied backgrounds and levels of seniority, with the ability to adapt style accordingly.\nAdept at turning qualitative and quantitative data into compelling stories.\nExperienced in analyzing data and presenting compelling presentations in Quarterly Business Reviews\nAbility to understand complex software and technical concepts.\nProficiency with Salesforce and a desire to learn new technologies that support our client-partner relationships.\nA detail-driven project manager with strong planning and implementation skills, such that nothing ever falls through the cracks. PMP a plus\nAble to manage highly complex projects and changing priorities for multiple customers with precision and speed.\nExperience working for a high-growth SaaS business is preferred.\nStrong problem-solving skills and attention to detail.\nGainsight knowledge a plus\nAbility to travel is needed to meet with key accounts (up to 15%)\nWHAT IS IN IT FOR YOU?\nThe company sponsors health insurance, long-term disability, and life policy\nUnlimited Paid Time Off\n10 paid Holidays\nPaid Parental Leave\nWork Anniversary Bonus\nParticipation in the Employee of the Quarter Program\nMonthly $100 Connectivity Stipend Reimbursement \nRealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.\nAll successful candidates must complete and pass reference and background checks.\nThe desired salary must be indicated for the application to be considered.\nThe pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.\nEqual Opportunity Employer - RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.\nYour Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility.\nThank you for your interest in RealTime eClinical Solutions.","description_format":"text","description_chars":6282,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Health insurance","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Clinical Trial Services (CRO)","Clinical Trial Software"],"lifecycle":[{"event":"open","at":"2026-10-01T23:00:30Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.679,"p_room":0.36,"age_days":78,"expected_fill_days":40,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/realtime-eclinical-customer-success-manager","json_url":"https://alion.io/job/realtime-eclinical-customer-success-manager.json","meta":{"generated_at":"2026-10-14T08:48:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9562,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3796602},"rest":"https://alion.io/mcp/rest/get_company?id=3796602"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frealtime-eclinical-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frealtime-eclinical-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frealtime-eclinical-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/realtime-eclinical-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frealtime-eclinical-customer-success-manager"}]}