Experienced Customer Success Manager: Research Sites at arenaflex

At arenaflex, we're revolutionizing the way clinical research is conducted, making it more accessible and inclusive for patients worldwide. Our cutting-edge platform connects global pharmaceutical companies with community-based researchers, empowering them to partner and increase patient access to the latest medical innovations. As a leader in the Tech for Good space, we're proud to have been recognized as one of Fast Company's Most Innovative Companies of 2024, Fierce Healthcare's Fierce 15, and Built In's Best Places to Work 2025. We're seeking an experienced Customer Success Manager (CSM) to join our growing team of passionate professionals. As a CSM at arenaflex, you'll play a vital role in guiding clinical research sites throughout their journey with our platform, from onboarding and activation to long-term retention. You'll build strong relationships with clients, understand their challenges deeply, and showcase how our technology can address their needs. Your focus will be on building engagement and loyalty by highlighting the value of our product, helping shape the product roadmap, and ensuring our solutions make a real difference for site organizations.

About the Role

As a Customer Success Manager: Research Sites at arenaflex, you'll be responsible for the overall satisfaction and retention of the assigned client base. You'll collaborate with our Product, Project Management, and Data teams to help shape our roadmap and develop strategies to improve user loyalty. You'll own the entire site lifecycle, from onboarding, activation, and retention, and analyze user adoption and engagement to ensure the long-term success of our programs.

Key Responsibilities

- Client Satisfaction and Retention: Responsible for the overall satisfaction and retention of the assigned client base, ensuring they receive exceptional support and value from our platform. - Strategic Collaboration: Collaborate with Product, Project Management, and Data teams to help shape our roadmap and develop strategies to improve user loyalty and drive business growth. - Site Lifecycle Management: Own the entire site lifecycle, from onboarding, activation, and retention, ensuring seamless experiences for our clients. - User Adoption and Engagement: Analyze user adoption and engagement to ensure the long-term success of our programs and identify opportunities for growth and improvement. - Client Check-ins and Meetings: Lead regular customer check-ins and ad hoc meetings to ensure open communication and address any concerns or questions our clients may have.

Qualifications

- Location: Based in Eastern Standard time zone (this is a hard requirement). - Experience: 3+ years of experience in Customer Success, Sales, Account Management, or Partnership experience in a fast-moving B2B SaaS company or similar environment. - Clinical Research Experience: 2+ years of experience working with clinical research sites, with a deep understanding of their challenges and needs. - Proven Track Record: Proven track record of managing clients autonomously and owning account success, with a strong ability to assess situations, identify next steps, implement action plans, and hold others accountable to deliverables and deadlines. - Analytical Skills: Able to analyze problems, find root causes, and propose solutions to drive business growth and improve user loyalty.

Bonus Points

- Familiarity with Hubspot, with experience in using its tools and features to drive customer success and business growth.

Benefits

- Vacation Time: 6 weeks of vacation time to recharge and relax. - Holidays: 9 holidays + 4 floating holidays to celebrate special occasions and take breaks. - Maternity Leave: 16 weeks of paid maternity leave to support new parents and their families. - Comprehensive Health Insurance: Competitive health insurance plans to ensure our team members' well-being and peace of mind. - Competitive Salary and Equity: Competitive salary and equity packages to recognize and reward our team members' hard work and dedication.

Diversity, Equity, and Inclusion

At arenaflex, we're committed to creating an inclusive and equitable work environment that values diversity and promotes equal opportunities for all. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled. If you're passionate about customer success, clinical research, and making a difference in the lives of patients worldwide, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job