Client Success Director

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Client Success Director in United States.

In this role, you will act as a strategic partner and primary point of contact for key clients, ensuring a seamless and high-quality customer experience across complex service offerings. You will lead client onboarding, drive long-term engagement strategies, and foster strong relationships that support retention and growth. Working at the intersection of operations, technology, and client services, you will collaborate with cross-functional teams to align solutions with client needs. This position offers the opportunity to influence service delivery, optimize processes, and contribute to continuous improvement initiatives. You’ll play a vital role in enhancing customer satisfaction while driving measurable business outcomes. It’s an ideal opportunity for someone who excels in relationship management, strategic thinking, and operational leadership.

• Serve as the primary relationship owner for key clients, ensuring satisfaction, retention, and long-term partnership success
• Lead onboarding processes, including aligning expectations, defining workflows, and ensuring smooth transitions to operational teams
• Collaborate with business development, operations, and technical teams to support client acquisition and ongoing engagement
• Conduct regular client check-ins, performance reviews, and governance meetings to monitor satisfaction and outcomes
• Analyze client data, performance metrics, and feedback to identify improvement opportunities and drive service excellence
• Manage and resolve client concerns proactively, ensuring timely and effective solutions
• Support revenue growth initiatives by identifying opportunities to expand services within existing accounts
• Maintain accurate client records and insights within CRM systems
• Contribute to process optimization, best practices, and internal alignment across teams

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Requirements:

• 3+ years of experience in clinical research, IRB services, or a related regulated environment
• Strong understanding of client services, regulatory frameworks, and operational workflows within clinical research
• Proven ability to manage client relationships and deliver high levels of customer satisfaction
• Experience in project management, client success, or account management roles
• Strong analytical skills with the ability to interpret data and drive actionable insights
• Excellent communication and presentation skills, with the ability to engage diverse stakeholders
• Ability to influence cross-functional teams and drive alignment on priorities and solutions
• Familiarity with CRM tools such as Salesforce
• Knowledge of regulatory requirements (FDA, OHRP, ICH guidelines) is a plus
• Bachelor’s degree in life sciences, public health, or a related field preferred
• Strong organizational skills with the ability to manage multiple priorities in a dynamic environment

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Benefits:

• Competitive salary ranging from $94,000 to $173,000, with potential performance-based bonuses
• Comprehensive health coverage including medical, dental, and vision plans
• Generous paid time off and paid holidays
• Remote work flexibility within the United States
• Opportunities for professional growth and career advancement
• Collaborative and inclusive work environment focused on impact and innovation
• Access to wellness programs and employee support initiatives