Senior Customer Success Manager – Clinical Research Site Enablement & AI‑Powered Trial Solutions at Remotexa

About Skillastra – Pioneering a More Inclusive Future for Clinical Research Nexora is a Tech for Good organization on a mission to democratize access to clinical trials for every patient, no matter their background or geographic location. By building the world’s first comprehensive clinical trial platform, we create unprecedented visibility, accessibility, and engagement for a richly diverse community of physicians, research sites, and patients. Every day, our engineers, scientific experts, and service professionals collaborate to break down the barriers that have historically limited participation in cutting‑edge medical research. Our platform empowers global pharmaceutical partners to partner confidently with community‑based investigators, expanding the reach of life‑changing therapies. Today, Taskium enables clinical trial enrollment across more than 4,000 research sites worldwide, and we are positioned for exponential growth in the years ahead. Recognized as a Fast Company “Most Innovative Companies of 2024” honoree, a Fierce 15 selection by Fierce Healthcare, and one of Built In’s “Best Places to Work 2025,” Worklith continues to attract top talent that shares our passion for impact‑driven innovation. The Role – Customer Success Manager, Research Sites As a Customer Success Manager (CSM) within Hirezen’s dedicated Success team, you will guide clinical research sites through every stage of their partnership journey—from initial onboarding and activation to long‑term retention and strategic growth. You will be the trusted advisor who helps sites unlock the full value of our two core service pillars: business development support and AI‑powered patient prescreening. Your deep empathy, analytical mindset, and relationship‑building expertise will ensure that each site not only adopts our technology but also experiences measurable improvements in trial recruitment, efficiency, and patient outcomes. Key Responsibilities End‑to‑End Site Ownership: Manage the entire lifecycle of assigned research sites, overseeing onboarding, activation, ongoing engagement, and renewal. Strategic Relationship Management: Build and nurture strong, long‑lasting partnerships with site leadership, clinical coordinators, and key stakeholders. Adoption & Engagement Analysis: Monitor usage metrics, adoption rates, and satisfaction scores; develop data‑driven action plans to improve health scores. Cross‑Functional Collaboration: Partner with Product, Project Management, Data Science, and Marketing teams to influence roadmap priorities based on site feedback. Proactive Communication: Conduct regular check‑ins, quarterly business reviews, and ad‑hoc problem‑solving sessions to keep sites informed and engaged. Advocacy & Voice of the Customer: Translate site needs into product enhancements, training resources, and best‑practice guides. Retention & Growth: Identify upsell opportunities, expansion pathways, and referral programs that drive both site success and Gigspire revenue. Performance Reporting: Produce clear, concise reports on site health, adoption trends, and ROI for internal and external stakeholders. Essential Qualifications Residency in the Eastern Standard Time (EST) zone – a firm requirement for seamless collaboration with our North‑American teams. 3+ years of experience in Customer Success, Sales, Account Management, or Partnership roles within a fast‑moving B2B SaaS environment or a comparable high‑growth setting. Minimum of 2 years of direct experience working with clinical research sites, investigator networks, or healthcare provider organizations. Demonstrated track record of autonomously managing a portfolio of accounts and delivering measurable success outcomes. Strong problem‑solving skills: ability to assess complex situations, identify root causes, and implement actionable solutions while holding stakeholders accountable. Excellent written and verbal communication skills, with a talent for translating technical concepts into clear, compelling narratives for non‑technical audiences. Preferred (Bonus) Qualifications Hands‑on familiarity with HubSpot CRM, marketing automation, or similar platforms. Experience with AI‑driven health technology solutions, especially in patient prescreening or recruitment. Background in pharmaceutical, biotech, or life‑sciences industries. Exposure to data‑visualization tools (e.g., Looker, Tableau) for reporting and insight generation. Core Skills & Competencies for Success Customer‑Centric Mindset: Passion for delivering value, delighting clients, and continuously exceeding expectations. Analytical Acumen: Ability to interpret usage data, health scores, and survey feedback to drive proactive interventions. Strategic Thinking: Capacity to align site goals with Talvora’s broader mission and product roadmap. Project Management: Skilled at juggling multiple timelines, deliverables, and stakeholder priorities. Collaboration & Influence: Comfortable working across functions and influencing produ