Customer Success Manager (Eclinical / Clinical Operations)

Company Description

Cloudbyz is a next-generation eClinical platform, built natively on Salesforce, designed to modernize and streamline clinical trial operations for life sciences organizations. The platform eliminates silos by integrating critical functions like CTMS, EDC, eTMF, RTSM, ePRO & eCOA, and more into a single, comprehensive solution.

Trusted by pharmaceutical companies, biotechs, medical device innovators, and CROs, Cloudbyz ensures real-time oversight, operational efficiency, and regulatory compliance throughout the trial lifecycle. Known for its secure, scalable, and easily configurable platform, Cloudbyz helps organizations achieve faster study start-up, centralized data management, and improved cross-functional collaboration.

The company is based in Warrenville, IL, and is committed to advancing smarter trials worldwide.

Role Summary

The Customer Success Manager (CSM) will serve as a trusted partner to customers using eClinical platforms across clinical trials and regulated research programs. You will drive adoption, value realization, retention, and expansion by aligning Cloudbyz solutions with customer clinical workflows, regulatory needs, and operational goals.

This role is ideal for someone with hands-on clinical operations or eClinical system experience who enjoys customer engagement, problem-solving, and enabling success in regulated environments.

Key Responsibilities

Customer Engagement & Account Ownership

• Own post-sales relationships for assigned customers
• Act as the primary point of contact for operational success
• Build trusted relationships with Clinical Operations, Data Management, QA, and IT stakeholders
• Lead regular status calls, QBRs, and success planning sessions

Adoption, Value & Outcomes

• Drive adoption of CTMS, EDC, eTMF, Safety, RTSM, and AI-enabled workflows
• Understand customer clinical trial processes and align platform usage accordingly
• Track customer goals, KPIs, and success metrics
• Ensure customers realize measurable business and compliance value

Onboarding & Enablement

• Support onboarding, training, and rollout of eClinical solutions
• Coordinate with Implementation, Product, and Support teams
• Assist customers with configuration guidance and best practices
• Ensure smooth transitions from implementation to steady-state operations

Issue Management & Advocacy

• Proactively identify risks, escalations, and adoption barriers
• Coordinate resolution of issues with Support and Engineering teams
• Act as the voice of the customer internally
• Advocate for product enhancements based on customer feedback

Renewal & Expansion Support

• Support renewals, upsells, and cross-sell opportunities
• Identify expansion opportunities across studies, modules, or geographies
• Partner with Sales on account growth strategies
• Support customer references, case studies, and success stories

Required Qualifications

Experience

• 2–4 years of experience in Customer Success, Clinical Operations, or eClinical system roles
• Hands-on experience with CTMS, EDC, eTMF, Safety, RTSM, or related clinical systems
• Experience working with Pharma, Biotech, CROs, Medical Device, or Diagnostics companies

Domain & Technical Knowledge

• Strong understanding of clinical trial workflows and lifecycle
• Familiarity with GxP environments and regulatory requirements (21 CFR Part 11, ICH-GCP)
• Experience working with SaaS platforms and cloud-based systems
• Ability to explain system functionality and compliance concepts clearly

Skills & Attributes

• Excellent communication and stakeholder management skills
• Strong problem-solving and analytical abilities
• Ability to manage multiple accounts and priorities
• Customer-centric mindset with strong ownership
• Comfortable working cross-functionally in a fast-paced environment

Nice to Have

• Experience with Salesforce-based platforms
• Prior experience in implementation, validation, or clinical operations roles
• Exposure to global clinical trials and multi-region studies
• Experience supporting regulated software in audits or inspections

What Success Looks Like

• High customer satisfaction and retention
• Strong product adoption and value realization
• Smooth renewals and account growth
• Trusted advisor relationships with customer stakeholders
• Positive customer advocacy and references

Why Join Cloudbyz?

• Work with a unified, AI-first eClinical platform
• Partner closely with leading life sciences organizations
• Make a measurable impact on clinical trial success
• Clear career path into Senior CSM, Account Manager, or Customer Success Leadership