Manager Customer Success Operations

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions. 

OVERVIEW

We are seeking a strategic, systems-oriented Manager of Customer Success Operations to lead the backbone of our customer success infrastructure. This position will be instrumental in scaling the operational engine that powers our Top 30 Pharma, Top 10 CRO, and Mid-Market engagement strategies. You will leverage tools like Salesforce, Gainsight, Smartsheet, JIRA, SharePoint, HubSpot, and LinkedIn Sales Navigator to deliver actionable insights, enable customer-facing teams, and drive measurable impact. This role will be a critical partner to the VP of Customer Strategy & Success and a key contributor to our transformation into an AI-native, customer-obsessed organization.

Customer Success Systems Ownership 

• Serve as the product owner for Gainsight and Salesforce within the CSS function—owning configuration, process optimization, and reporting.
• Integrate data from platforms like HubSpot, Consensus, LinkedIn Sales Navigator, and SharePoint to build a unified customer view.
• Administer and continuously improve Smartsheet trackers and dashboards used for customer journey and lifecycle management.

Data, Reporting & Insights 

• Build and manage dashboards and reports in Salesforce, Gainsight, and Smartsheet to track CSAT, NPS, adoption, renewal risk, and lifecycle progress.
• Develop segmentation-driven insights to support the differentiated management of strategic, enterprise, and mid-market accounts.
• Collaborate with the Data & Analytics team to develop predictive health score models and success metrics.

Process Optimization & Program Enablement 

• Standardize and document customer success processes including onboarding, renewals, expansion, and risk mitigation using SharePoint and Smartsheet.
• Help operationalize and automate CS playbooks and processes
• Support one-to-many outreach with customers
• Use JIRA to manage CSS project backlogs, feature feedback loops, and cross-functional initiatives.
• Operationalize strategic programs such as QBRs, Voice of Customer, and Adoption Accelerators in partnership with Product, Marketing, and Sales.

Cross-Functional Alignment 

• Partner with Revenue Operations to sync Salesforce pipeline and renewal workflows with CSS engagement models.
• Coordinate with Product and Engineering teams through JIRA for feature tracking and issue resolution visibility.
• Collaborate with Enablement to train the CSS team on tooling (Gainsight, Salesforce) and share best practices through SharePoint playbooks.

Governance & Transformation Support

• Support the VP of Customer Strategy & Success in OKR execution, strategic initiative tracking, and leadership reviews.
• Lead readiness efforts for new rollouts, platform enhancements, or strategic account programs tied to Operational Excellence 2.0.

• 6–10 years of experience in Customer Success, Revenue, or Business Operations in a SaaS or Life Sciences technology firm.
• Salesforce & Gainsight (administration, reporting, workflow management)
• SharePoint and Office 365 suite
• JIRA (project intake, prioritization workflows)
• HubSpot, LinkedIn Sales Navigator, Consensus (engagement and insights tools)
• Project management systems like Smartsheets preferred (project tracking, dashboards)

TECHNICAL SKILLS

• Strong analytical skills with experience in lifecycle metrics, cohort analysis, and revenue attribution.
• Excellent communicator who can influence cross-functional stakeholders and drive accountability.
• A customer-first mindset with deep empathy for internal teams and client value realization.
• Agile, proactive, and comfortable navigating transformation and scale.

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours!

eClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here!

We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.