Customer Success Manager

Summary

Join Inato, a leading Tech for Good company revolutionizing clinical research, as a Customer Success Manager (CSM). In this role, you will guide clinical research sites through their journey with Inato's platform, focusing on onboarding, activation, and long-term retention. You will build strong client relationships, understand their challenges, and demonstrate how Inato's technology provides solutions. Your responsibilities include ensuring client satisfaction, collaborating with internal teams to shape product strategy, and analyzing user engagement to drive program success. You will actively monitor client health, lead meetings, and contribute to the overall growth of Inato's client base. This position requires experience in customer success, sales, or account management within a fast-paced B2B SaaS environment, along with specific experience working with clinical research sites.

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