Customer Success Manager

Summary

Join Inato's Customer Success team as a Customer Success Manager (CSM) and guide clinical research sites through their journey with our platform. You will build strong relationships with clients, understand their challenges, and demonstrate how Inato's technology provides solutions. Responsibilities include managing client satisfaction and retention, collaborating with other teams to shape the product roadmap, and analyzing user engagement. This role requires experience in customer success, sales, or account management within a B2B SaaS company, specifically with clinical research sites. Inato offers a competitive salary, equity, and comprehensive benefits, including generous paid time off and parental leave.

Requirements

• Based in Eastern Standard time zone (this is a hard requirement)
• 3+ years experience in Customer Success, Sales, Account Management or Partnership experience in a fast moving B2B SaaS company or similar environment
• 2+ years experience working with clinical research sites
• Proven track record of managing clients autonomously and owning accounts success
• Able to assess a situation, identify next steps, implement an action plan, and hold others accountable to deliverables and deadlines
• Able to analyze problems, find root causes, and propose solutions

Responsibilities

• Responsible for the overall satisfaction and retention of the assigned client base
• Collaborate with Product, Project Management, and Data to help shape our roadmap and develop strategy to improve user loyalty
• Own entire site lifecycle from onboarding, activation, and retention
• Analyze user adoption and engagement to ensure the long-term success of programs
• Actively measure, monitor, and ensure the health of the assigned client base
• Lead customer check-in and ad hoc meetings

Preferred Qualifications

Familiarity with Hubspot

Benefits

• 6 weeks vacation
• 9 holidays + 4 floating holidays
• 16 weeks of paid maternity leave
• Comprehensive health insurance
• Competitive salary & equity