VersaTrial – Manager of Customer Success, Fully Remote (Pharma SaaS Technology Company) – Wilton, Connecticut – USA

March 8, 2023
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Job Description


About VersaTrial:

Our growing VersaTrial team is looking for an experienced Manager of Customer Success for our pharmaceutical clients who is passionate about building relationships with customers and loves a fast-paced, startup environment. You will work with cross-functional teams to identify, onboard, train, and maintain relationships with various pharmaceutical clinical of the VersaTrial platform.

VersaTrial is on a mission to accelerate clinical research so that better treatment options can reach patients faster. By addressing the inefficiencies that exist between pharma companies and their clinical trial site partners, we can shorten timelines, lower costs, and improve the experience for clinical staff and patients around the world.

Key responsibilities for VersaTrial Manager of Customer Success include:

  • Responsible for overall customer health through the customer life cycle (project delivery, renewal, and up-sell)
  • Collaborate with Business Development to identify project scope, cost, timelines, and services options during renewal and any up-sell opportunities
  • Work with marketing and professional services team to develop, deploy, and monitor customer satisfaction
  • Manage and mentor professional services team to ensure successful and profitable project delivery
  • Ensure excellent service by driving and maintaining staffing levels, efficiency, accountability, and scheduling to meet customer demands

Other key responsibilities include:

  • Oversee issue tracking and resolution progress for software modules
  • Develop and maintain account plans to focus on client needs and potential new sales and product opportunists
  • Negotiate and close renewals and up-sells with minimal involvement from senior management
  • Respond to RFI’s (Requests for Information) and RFPs (Request for Proposal) with existing clients.
  • Facilitate product demonstrations, both web-based and on-site.
  • Provide regular reports on sales activities, results, and forecasts.
  • Manage and coordinate the decision-making process regarding critical/high-priority issue resolutions
  • Help define and prioritize enhancements and bug fixes for subsequent releases based on client feedback
  • Lead all customer communications, preparation, and facilitation of recurring customer meetings
  • Manage and deliver successful customer implementations
  • Build customer loyalty by providing exceptional service entire customer life cycle
  • Collaborate with the technical team to ensure the application meets customer needs
  • Assist customer with current and future state business process definition
  • Maintain familiarity with clinical trial site trends
  • Responsible for meeting annual goals including sales, revenue, and margin targets
  • Serve as the primary point of contact with assigned key accounts
  • Schedule and run project meetings
  • Handle key account conflict resolution; escalates conflicts to leadership where appropriate
  • Provide frequent and routine updates on key account project status


  • Bachelor’s Degree or higher, preferably in life sciences or a related field
  • Minimum experience: 7+ years as a project manager and or customer success manager
  • Demonstrated ability to manage budgets, timelines, and resources across multiple concurrent projects, tracking progress against baseline estimates and ensuring on-time delivery to customers
  • Ability to work with all levels of management, staff, outside contractors, vendors, and customers, and to resolve and negotiate conflicts or problems with tact, diplomacy, and composure


VersaTrial is an Equal Opportunity Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.

  • Stock Option Plan
  • Work From Home
  • Training & Development
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Health Care Plan (Medical, Dental & Vision)