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Massive Bio · 4 days ago

Client Success Manager (Sponsor Delivery / Clinical Trial Operations)

Pennsylvania, United States

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Massive Bio is an AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials. The Client Success Manager will manage sponsor and biopharma client relationships, ensuring high-quality execution and responsiveness in delivery.

Artificial Intelligence (AI)Big DataBiotechnologyHealth CareMachine LearningMedicalNatural Language ProcessingOncologyPharmaceuticalTherapeutics

Diversity & Inclusion

Responsibilities

Manage a portfolio of sponsor and client accounts, leading recurring calls, business reviews, and ad-hoc engagements. Keep agendas, notes, and action items clear and up to date

Drive responsiveness and service levels for sponsor requests, communicating with accuracy and awareness of business risks. Escalate, defer, or act decisively to ensure satisfaction

Translate sponsor goals into cross-functional delivery plans (Clinical Ops, Provider Engagement, Marketing)

Maintain reliable data in CRM and operational systems, reporting on account status and key metrics. Prepare customer-facing reports and dashboards for regular reviews

Develop presentations, progress decks, and documentation to support sponsors and partners. Ensure all materials are audit-ready and professionally presented

Partner with Clinical Operations to collect and surface quality signals impacting client satisfaction. Identify and advocate for improvements that enhance sponsor experience

Support account renewals and expansion by demonstrating value delivered, meeting key milestones, and highlighting business impact

Qualification

Clinical Project ManagementClinical ResearchStakeholder CommunicationCRM ProficiencyReporting SkillsExecutive PresenceOncology Trial KnowledgeFluent EnglishAttention to DetailOrganizational Skills

Required

Bachelor's degree required; life sciences (Medicine, Nursing, Biology, Pharmacology, Engineering) preferred. Business or analytics backgrounds welcome with relevant healthcare knowledge

3–7 years in one or more of: Clinical Project Management (CPM/CTM), Clinical Research (CRC/Lead CRC/Research Manager), Study Operations, Patient Recruitment Operations, Sponsor/CRO coordination, or healthcare program/project management

Demonstrated experience leading communication with external stakeholders (e.g., pharma sponsors, CRO teams, investigative sites, vendors, healthcare partners) including presenting updates, handling urgent questions, and writing precise follow-ups

Executive presence and outstanding communication, including fluent English and real-time Q&A skills

High sense of ownership, responsiveness, organization, and attention to detail

Comfortable using CRM and productivity tools; strong reporting skills in Excel/Slides

No travel restrictions; able to travel occasionally for client engagements or industry events