Curebase is seeking a Director of Customer Success to continuously advance our vision for Decentralized Clinical Trials (DCTs). The Curebase decentralized clinical trial software platform holds incredible value to drive faster recruitment of more diverse patient populations — but only if customer can unlock the value! The Director of Customer Success will be obsessed with customers and timelines, combined with a passion for clinical trials and technology. This individual will lead our team of Solutions Engineers and Project Managers to deploy the Curebase software platform and drive real change in the clinical trial industry.

You will report to the Sr. Director of Clinical Operations & Customer Success, with a direct line to the COO.

Responsibilities

As the Director of Customer Success, you will:

  • Lead a team of Solutions Engineers and Project Managers to deliver every customer project on time with incredible quality, 100% of the time
  • Build deep relationships with each of our clients and deeply understand their decentralized clinical trial goals and how the Curebase platform will meet them
  • Create a culture of delighting out customers, exceeding expectations, and maintaining industry-leading timelines for implementing the Curebase platform
  • Serve as the main point of accountability for customer software implementations
  • Oversee complex integration projects
  • Collaborate with Product Management to prioritize features that will maximize each customer’s value from the product
  • Collaborate with Engineering leadership to ensure that critical features for customers are launched on time and fit customer needs
  • Collaborate with Quality Management to develop formal study requirements to enable FDA-compliant validation of every study
  • Engage with JIRA and our quality management system to ensure that every clinical trial adheres to our quality management SOPs.
  • Be the voice of the customer in leadership meetings and in day-to-day settings
  • Proactively identify issues for customer success and devise creative solutions
  • Help grow the team by hiring and mentoring new Solutions Engineers and Project Managers

Your profile

To succeed as the Director of Customer Success, you must:

  • Have 5+ years of experience in a Customer Success or Software Implementation role at an enterprise SaaS company
  • Have 3+ years of experience in the clinical trial software industry
  • Have a deep understanding of and passion for clinical trials
  • Be obsessed with delighting customers
  • Be obsessed with maintaining timelines and always delivering on time
  • Have a keen sense of user needs and enjoy delivering for users
  • Understand the fundamental principles of FDA-compliant software validation
  • Have a clear vision for the future of DCT technologies and methods.
  • Be excited about constantly evolving challenges.
  • Learning mindset. You’re good at taking the best of what has worked before, throwing out what doesn’t work, and acquiring new skills and knowledge.

Nice to haves

  • Experience working at or with startups.
  • Experience in sales, business development, or customer solutions.
  • Knowledge of SQL and basic software development in a common programming language

Benefits:

  • Coverage for Medical / Dental / Vision
  • 401k plan
  • Flexible PTO
  • Passionate team dedicated to making a positive impact
  • Unlimited career growth opportunity