Customer Success Manager; eClinical​/Clinical Operations

Customer Success Manager (eClinical / Clinical Operations)

Role Type:
Full-Time (On-site)

Cloudbyz is a next-generation eClinical platform, built natively on Salesforce, designed to modernize and streamline clinical trial operations for life sciences organizations. The platform eliminates silos by integrating critical functions like CTMS, EDC, eTMF, RTSM, ePRO & eCOA, and more into a single, comprehensive solution.

Trusted by pharmaceutical companies, biotechs, medical device innovators, and CROs, Cloudbyz ensures real-time oversight, operational efficiency, and regulatory compliance throughout the trial lifecycle. Known for its secure, scalable, and easily configurable platform, Cloudbyz helps organizations achieve faster study start-up, centralized data management, and improved cross-functional collaboration.

The company is based in Warrenville, IL, and is committed to advancing smarter trials worldwide.

The Customer Success Manager (CSM) will serve as a trusted partner to customers using eClinical platforms across clinical trials and regulated research programs. You will drive adoption, value realization, retention, and expansion by aligning Cloudbyz solutions with customer clinical workflows, regulatory needs, and operational goals.

This role is ideal for someone with hands-on clinical operations or eClinical system experience who enjoys customer engagement, problem-solving, and enabling success in regulated environments.

• Own post-sales relationships for assigned customers
• Act as the primary point of contact for operational success
• Build trusted relationships with Clinical Operations, Data Management, QA, and IT stakeholders
• Lead regular status calls, QBRs, and success planning sessions

• Drive adoption of CTMS, EDC, eTMF, Safety, RTSM, and AI-enabled workflows
• Understand customer clinical trial processes and align platform usage accordingly
• Track customer goals, KPIs, and success metrics
• Ensure customers realize measurable business and compliance value

• Support onboarding, training, and rollout of eClinical solutions
• Coordinate with Implementation, Product, and Support teams
• Assist customers with configuration guidance and best practices
• Ensure smooth transitions from implementation to steady-state operations

• Proactively identify risks, escalations, and adoption barriers
• Coordinate resolution of issues with Support and Engineering teams
• Act as the voice of the customer internally
• Advocate for product enhancements based on customer feedback

• Support renewals, upsells, and cross-sell opportunities
• Identify expansion opportunities across studies, modules, or geographies
• Partner with Sales on account growth strategies
• Support customer references, case studies, and success stories

• 2–4 years of experience in Customer Success, Clinical Operations, or eClinical system roles
• Hands-on experience with CTMS, EDC, eTMF, Safety, RTSM, or related clinical systems
• Experience working with Pharma, Biotech, CROs, Medical Device, or Diagnostics companies

• Strong understanding of clinical trial workflows and lifecycle
• Familiarity with GxP environments and regulatory requirements (21 CFR Part 11, ICH-GCP)
• Experience working with SaaS platforms and cloud-based systems
• Ability to explain system functionality and compliance concepts clearly

• Excellent communication and stakeholder management skills
• Strong problem-solving and analytical abilities
• Ability to manage multiple accounts and priorities
• Customer-centric mindset with strong ownership
• Comfortable working cross-functionally in a fast-paced environment

• Experience with Salesforce-based platforms
• Prior experience in implementation, validation, or clinical operations roles
• Exposure to global clinical trials and multi-region studies
• Experience supporting regulated software in audits or inspections

• High customer satisfaction and retention
• Strong product adoption and value realization
• Smooth renewals and account growth
• Trusted advisor…