TriNetX · 11 hours ago
Customer Success Representative
100 Cambridgepark Dr, Cambridge, MA 02140, USA
Full-time
Hybrid
Entry, Mid Level
$75K/yr - $80K/yr
2+ years expTriNetX is a remote-friendly company that specializes in optimizing clinical research and enabling discoveries through real-world evidence. They are seeking dedicated Customer Success Representatives to support the ongoing success, growth, and retention of their customers by ensuring their needs are met and providing excellent account support.
AnalyticsBig DataClinical TrialsHealth CareHospitalPharmaceutical
Responsibilities
Partner closely with Industry Account Managers to support the ongoing management and development of customer accounts, including platform enablement, training coordination, consulting support, and data-related requests
Help maintain strong customer relationships by supporting regular touchpoints, follow-ups, and communications, ensuring customer questions are addressed and needs are clearly understood
Act as a dependable internal and external resource for account-related inquiries, helping customers navigate TriNetX solutions and internal teams efficiently
Support Account Managers in identifying opportunities for account growth, including potential upsell, cross-sell, or expanded use cases, by developing a strong understanding of customer objectives and evolving priorities
Support the coordination of customer activities and requests by helping move work forward, ensuring accuracy, completeness, and alignment with customer expectations
Assist Account Managers by monitoring open items, following up with internal teams, and helping ensure customer requests are addressed in a timely and organized manner
Contribute to clear internal documentation and knowledge sharing related to accounts to help maintain continuity and visibility across the account team
Communicate clearly, professionally, and proactively with both customers and internal stakeholders, always representing TriNetX with a customer-first mindset
Help ensure customer-facing outputs, communications, and materials meet quality standards through careful review and attention to detail
Incorporate feedback from customers, Account Managers, and peers to continuously improve the customer experience and overall account support model
Work collaboratively with Account Managers, Customer Success peers, and cross-functional partners to support shared account goals
Actively participate in team meetings, account discussions, and internal initiatives, contributing insights and follow-through that support customer success
Contribute positively to team culture through reliability, professionalism, adaptability, and a strong commitment to supporting customer outcomes
Qualification
Required
2+ years of experience in a customer success, account support, account operations, or customer-facing role, preferably within healthcare, life sciences, SaaS, or data-driven environments
Demonstrated ability to support multiple accounts or customer workstreams simultaneously, balancing priorities while maintaining a high level of accuracy and responsiveness
Strong written and verbal communication skills, with the ability to engage professionally and clearly with both internal teams and external customers
Proven reliability and follow-through, with a track record of being a trusted partner to account teams and customers
High attention to detail, with the ability to review work carefully and contribute polished, customer-ready outputs
Strong organizational skills and comfort working in a dynamic environment where priorities may evolve based on customer needs
Collaborative mindset with a genuine interest in supporting customer success and contributing to shared team goals
Preferred
Experience supporting account managers, customer success teams, or commercial teams in a post-sales or account-focused capacity
Familiarity with customer lifecycle concepts such as onboarding, adoption, renewal, and expansion
Exposure to real-world data, clinical research, healthcare analytics, or life sciences-related customers
Experience using CRM or customer engagement tools (e.g., Salesforce or similar platforms) to support account activities
Strong proficiency with Microsoft Office or equivalent productivity tools, including creating clear, customer-facing documents, presentations, and trackers
Company
TriNetX
TriNetX is a health research network that connects drug discovery and development from pharmaceutical companies.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$42.5MKey Investors
Merck Global Health Innovation Fund
2020-09-21Acquired
2019-03-13Series D· $40M
2016-02-29Convertible Note· $2.5M
Leadership Team
K. Arnold Chan
Senior VP, CSO Office
Recent News
2026-01-22
2025-10-24
Company data provided by crunchbase