About the Job

Location: United States (Remote)
Department: Customer Success (Clinical Trials)
Reports to: VP of Clinical Trials

We are seeking a dynamic, detail-oriented Customer Success Manager (CSM) to join our team and help ensure the success of our growing base of clinical research customers.

The CSM will serve as the primary point of contact post-sale, responsible for onboarding, project coordination, troubleshooting, relationship development, account penetration, and long-term retention.

You will work closely with cross-functional teams—including Solutions Engineering, Product, Operations, and Sales—to ensure our customers receive an exceptional experience and achieve their desired outcomes.

Responsibilities

Customer Onboarding & Implementation

• Coordinate the onboarding process for new clinical trials and RPM deployments, including technical setup, workflow design, training, and user enablement.
• Collaborate with clients to define project goals, success metrics, and timelines.

Account Management & Retention

• Serve as the trusted advisor and point of contact for assigned customer accounts and as the liaison between customer and internal teams
• Monitor ongoing study health and proactively identify issues, ensuring timely resolution.
• Drive renewals and expansions by demonstrating value and anticipating customer needs.
• Be the voice of the customer within the organization to ensure needs are prioritized.

Cross-Functional Coordination

• Work with Product, Sales, Operations and Support teams to escalate and resolve customer concerns and issues quickly and effectively.
• Work with finance to support timely collections.
• Provide customer feedback to inform roadmap priorities and service improvements.

Performance Monitoring & Reporting

• Track device usage, data quality, participant adherence, and other key performance indicators.
• Track progress against defined project goals, success metrics, and timelines
• Deliver regular reports and business reviews with actionable insights.

Advocacy & Relationship Building

• Cultivate strong relationships with clinical operations, data managers, investigators, and study coordinators.
• Promote Vivalink’s broader capabilities to drive customer expansion and satisfaction.

Qualifications

Required

• 5+ years in a Customer Success role within the clinical research industry
• Demonstrates a strong ability to understand, communicate, and create alignment with different stakeholders in the client’s organization
• Strong understanding of digital health, clinical trials, and remote patient monitoring
• Strong experience working with pharmaceutical, biotech and CRO companies.
• Excellent written and verbal communication skills.
• Analytical mindset with the ability to interpret data and derive insights.
• Comfortable working in a fast-paced, startup-like environment with minimal supervision.
• Bachelor's degree in Life Sciences, Healthcare, Business, or related field.

Preferred

• Experience with medical devices, wearables, or remote patient monitoring solutions.
• Familiarity with clinical trial operations, GCP, ICH guidelines, or regulatory considerations (e.g., HIPAA, 21 CFR Part 11).
• Experience with digital tools such as Hubspot, Jira, Slack, or Confluence.
• Clinical research certification (e.g., CCRA, CCRC, PMP) is a plus.

Why Join Vivalink?

• Be at the forefront of remote patient monitoring innovation.
• Work with a collaborative, mission-driven team.
• Contribute to impactful studies in areas like cardiology, oncology, and infectious diseases.
• Fully remote and flexible work culture.
• Competitive salary, equity, and benefits.

About the Company