Senior Customer Success Manager – Clinical Research Site Enablement & AI‑Powered Trial Solutions at arenaflex

About arenaflex – Pioneering a More Inclusive Future for Clinical Research

arenaflex is a Tech for Good organization on a mission to democratize access to clinical trials for every patient, no matter their background or geographic location. By building the world’s first comprehensive clinical trial platform, we create unprecedented visibility, accessibility, and engagement for a richly diverse community of physicians, research sites, and patients. Every day, our engineers, scientific experts, and service professionals collaborate to break down the barriers that have historically limited participation in cutting‑edge medical research.

Our platform empowers global pharmaceutical partners to partner confidently with community‑based investigators, expanding the reach of life‑changing therapies. Today, arenaflex enables clinical trial enrollment across more than 4,000 research sites worldwide, and we are positioned for exponential growth in the years ahead. Recognized as a Fast Company “Most Innovative Companies of 2024” honoree, a Fierce 15 selection by Fierce Healthcare, and one of Built In’s “Best Places to Work 2025,” arenaflex continues to attract top talent that shares our passion for impact‑driven innovation.

The Role – Customer Success Manager, Research Sites

As a Customer Success Manager (CSM) within arenaflex’s dedicated Success team, you will guide clinical research sites through every stage of their partnership journey—from initial onboarding and activation to long‑term retention and strategic growth. You will be the trusted advisor who helps sites unlock the full value of our two core service pillars: business development support and AI‑powered patient prescreening. Your deep empathy, analytical mindset, and relationship‑building expertise will ensure that each site not only adopts our technology but also experiences measurable improvements in trial recruitment, efficiency, and patient outcomes.

Key Responsibilities

• End‑to‑End Site Ownership: Manage the entire lifecycle of assigned research sites, overseeing onboarding, activation, ongoing engagement, and renewal.
• Strategic Relationship Management: Build and nurture strong, long‑lasting partnerships with site leadership, clinical coordinators, and key stakeholders.
• Adoption & Engagement Analysis: Monitor usage metrics, adoption rates, and satisfaction scores; develop data‑driven action plans to improve health scores.
• Cross‑Functional Collaboration: Partner with Product, Project Management, Data Science, and Marketing teams to influence roadmap priorities based on site feedback.
• Proactive Communication: Conduct regular check‑ins, quarterly business reviews, and ad‑hoc problem‑solving sessions to keep sites informed and engaged.
• Advocacy & Voice of the Customer: Translate site needs into product enhancements, training resources, and best‑practice guides.
• Retention & Growth: Identify upsell opportunities, expansion pathways, and referral programs that drive both site success and arenaflex revenue.
• Performance Reporting: Produce clear, concise reports on site health, adoption trends, and ROI for internal and external stakeholders.

Essential Qualifications

• Residency in the Eastern Standard Time (EST) zone – a firm requirement for seamless collaboration with our North‑American teams.
• 3+ years of experience in Customer Success, Sales, Account Management, or Partnership roles within a fast‑moving B2B SaaS environment or a comparable high‑growth setting.
• Minimum of 2 years of direct experience working with clinical research sites, investigator networks, or healthcare provider organizations.
• Demonstrated track record of autonomously managing a portfolio of accounts and delivering measurable success outcomes.
• Strong problem‑solving skills: ability to assess complex situations, identify root causes, and implement actionable solutions while holding stakeholders accountable.
• Excellent written and verbal communication skills, with a talent for translating technical concepts into clear, compelling narratives for non‑technical audiences.

Preferred (Bonus) Qualifications

• Hands‑on familiarity with HubSpot CRM, marketing automation, or similar platforms.
• Experience with AI‑driven health technology solutions, especially in patient prescreening or recruitment.
• Background in pharmaceutical, biotech, or life‑sciences industries.
• Exposure to data‑visualization tools (e.g., Looker, Tableau) for reporting and insight generation.

Core Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for delivering value, delighting clients, and continuously exceeding expectations.
• Analytical Acumen: Ability to interpret usage data, health scores, and survey feedback to drive proactive interventions.
• Strategic Thinking: Capacity to align site goals with arenaflex’s broader mission and product roadmap.
• Project Management: Skilled at juggling multiple timelines, deliverables, and stakeholder priorities.
• Collaboration & Influence: Comfortable working across functions and influencing product decisions without direct authority.
• Adaptability: Thrive in a fast‑changing environment where priorities shift rapidly and new challenges emerge daily.
• Empathy & Active Listening: Ability to deeply understand site pain points, regulatory constraints, and operational workflows.

Career Growth & Learning Opportunities at arenaflex

arenaflex believes that career development is a two‑way street. As a Customer Success Manager, you will have clear pathways to advance into senior leadership, product strategy, or operations roles. We invest heavily in professional development through:

• Quarterly training workshops on AI ethics, clinical trial regulations, and advanced SaaS success methodologies.
• Mentorship programs pairing you with senior executives and industry veterans.
• Sponsored certifications (e.g., Certified Customer Success Manager, Agile Project Management).
• Opportunities to present case studies at industry conferences and internal “Success Summits.”

Our culture rewards curiosity, initiative, and impact. High‑performing CSMs often transition into Product Management, Strategic Partnerships, or Regional Leadership roles, shaping arenaflex’s future growth on a global scale.

Work Environment & Culture at arenaflex

We’ve cultivated a vibrant, inclusive, and purpose‑driven workplace where every voice matters. Key cultural pillars include:

• Mission‑First Mindset: Every project ties back to our core promise of equitable clinical trial access.
• Transparency: Open communication channels, regular town halls, and real‑time dashboards keep everyone aligned.
• Flexibility: While we require EST presence for collaboration, we support hybrid work schedules and flexible hours to accommodate personal needs.
• Diversity & Inclusion: A proactive stance on building diverse teams, reflected in our recruitment, promotions, and community outreach.
• Recognition: Peer‑to‑peer shout‑outs, quarterly awards, and performance bonuses celebrate achievements big and small.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, wealth, and well‑being:

• Base Salary + Equity: Market‑aligned salary complemented by stock options to share in arenaflex’s growth.
• Generous Time Off: 6 weeks of vacation annually, 9 paid holidays plus 4 floating holidays, and a supportive parental leave policy (16 weeks of paid maternity leave).
• Comprehensive Health Coverage: Medical, dental, vision, and mental‑health benefits for you and your dependents.
• Professional Development Budget: Annual allowance for courses, certifications, conferences, and learning resources.
• Wellness Programs: Virtual fitness classes, ergonomics stipends, and access to an Employee Assistance Program.
• Technology Stipend: Home‑office setup assistance, high‑speed internet reimbursement, and latest hardware provision.

Commitment to Equality & Inclusion

arenaflex strictly prohibits unlawful discrimination or harassment based on race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, disability, medical condition, sexual orientation, or any other protected characteristic. We also provide reasonable accommodations to meet the needs of qualified individuals with disabilities.

Join the arenaflex Mission – Apply Today!

If you are a relationship‑focused, data‑driven professional who thrives on helping clinical research sites succeed, we want to hear from you. Bring your expertise, curiosity, and passion for equitable health innovation to a team that is reshaping the future of clinical trials. Apply now and become a catalyst for change at arenaflex—where every patient, every site, and every success story matters.

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