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CRIO · 6 hours ago

Copy of Customer Success Manager I

United States

Full-time

Remote

Entry, Mid Level

$70K/yr - $80K/yr

2+ years exp

CRIO is a health tech company focused on streamlining regulatory workflows in clinical research. As a Customer Success Manager, you will be the primary contact for clients, guiding them through their journey with CRIO's products and ensuring their satisfaction and success.

Clinical TrialsData StorageInformation TechnologyManagement Information Systems

Growth Opportunities

Responsibilities

Guide customers through the transition from onboarding/implementation to the CSM phase of their lifecycle

Conduct proactive communication and hold Quarterly Business Reviews to optimize product adoption and identify expansion opportunities

Assess opportunities for product enhancements and liaise with the Product team as necessary

Take ownership of client communication, satisfaction, and retention for assigned accounts

Identify and coordinate clinical trial study design opportunities

Collaborate with cross-functional teams to enhance the overall customer experience, addressing pain points and use cases identified during the sales process and client lifecycle

Address inbound product/feature queries via Live Chat, email, and phone

This role is relationship-centric with some upsell opportunities and potential incentivized commissions

Qualification

Customer Success ManagementAccount ManagementImplementation ExperienceLookerProject Management ToolsPC/Mac ProficiencyLive Chat FamiliarityInterpersonal SkillsOrganizational SkillsTime Management SkillsWriting SkillsPositive AttitudeIntegrity

Required

BA/BS degree

2-5 years of experience with a proven track record in Customer Success, Account Management, or Implementation

Exceptional writing, interpersonal, organizational, and time management skills

Proficiency in PC/Mac skills, including Office Suite/G Suite tools

Ability to work independently while supporting team objectives

Demonstrated integrity and a positive, proactive attitude

Familiarity with Live Chat and project management tools

Experience with Looker

Previous work experience in customer service, healthcare, clinical research, or academia

Benefits

Work from anywhere

Unlimited PTO

401k company match

Healthcare

Dental

Vision (Company Paid 100%)

Life insurance

Professional Development Reimbursement

Work From Home Expense Reimbursement

Company

CRIO

CRIO is a health tech company helping pharma, biotech, research sites, and academic research centers streamline regulatory workflows with one system that enables a single point of data capture.

Founded in 2016

Boston, Massachusetts, USA

51-200 employees