Customer Success Manager

Customer Success Manager You’ll empower healthcare teams with FindMeCure’s SaaS, turning complex data into insights that improve patient care, drive smarter decisions, and make a real impact every day. Don't be shy, hit apply! Why bother? At FindMeCure, our mission is bold: to create a future where no one dies because the right treatment was out of reach. We believe technology and data can bring patients and science closer together, transforming the way new therapies are discovered. That’s why we’ve built two products: FindMeCure.com – a free platform that helps patients and their families easily discover and access clinical trials worldwide. TrialHub.com – a B2B SaaS solution that empowers pharma and biotech companies to design smarter, more patient-centric trials by combining real-world data, advanced analytics, and AI. Joining us means being part of a mission-driven team that turns complex data into real-world impact. Here, your work won’t just power technology - it will help accelerate medical innovation and bring hope to millions of patients across the globe. What you'll do? Your mission will be to build long-term relationships and make sure our clients benefit the most from TrialHub and enjoy working with us. Serve as the primary point of contact for assigned business accounts post-sale. Lead onboarding and training for new customers, ensuring smooth implementation and early engagement. Develop a deep understanding of each client’s business goals, workflows, and success metrics, and communicate with the broader team for product optimization. Drive platform adoption and ensure clients derive clear value from TrialHub Proactively monitor account health, usage trends, and satisfaction; act early on risks or opportunities. Collaborate with Product, Sales, R&D, and Marketing teams to communicate customer feedback and influence the roadmap. Prepare and deliver quarterly business reviews (QBRs), Q&A sessions, and success reports for key accounts. Identify and pursue expansion opportunities (upsells, new teams and champions, renewals (supporting sales), added-value modules). Maintain accurate records in CRM Who would be the right fit for this position? Experience: In B2B or B2C Customer Success, Account Management, or Solution Delivery, Project Management, Event Management roles (preferably SaaS, healthcare, or data analytics industries). Proven success in managing clients and partner relationships Experience with clinical trial, pharmaceutical, or life science clients is a strong plus. Skills: Strong relationship-building and communication abilities (written and verbal). Fluent English Collaborative and empathetic - able to work across teams and cultures (internally and externally) Excellent presentation and stakeholder management skills. Excellent organizational and time-management skills; strong attention to detailProblem-solving orientation; comfortable translating technical details into business outcomes. The right CSM will: 🌍 Be mission-driven: You don’t just want a salary but a cause. You believe in medicine and want to bring more promising drugs to patients faster, appreciating the human impact behind your work. 💬 Lead with empathy: You listen deeply, translate complex needs into clear actions, and care as much about the “why” as the “what.” The ideal person can nurture relationships and steer them toward growth. 🚀 Be proactive and accountable: You don’t wait for instructions; you create tasks, anticipate needs, take ownership, and close the loop. A great CSM doesn’t wait for problems - they think proactively about how to prevent them. 🤝 Collaborate without ego: You thrive in cross-functional settings, partnering with Product, Data, Marketing, and Sales teams to deliver seamless value. The best CSM acts as the voice of the customer inside the compan y. 🔍 Stay curious: You love learning - about science, data, technology, business, failure and people - and share that knowledge generously. 💡 Balance heart and metrics: You measure success not just by renewals, but by how much real-world value customers achieve. You aim for retention, usage, and value - not just “number of calls made.” 🧠 Think in systems: You see patterns - across data, workflows, and relationships - and use them to drive smarter decisions. 🌄 Embrace growth and ambiguity: You’re comfortable iterating, failing, learning, evolving, and co-creating structure in a scaling startup. Benefits of joining the company: Work hard / play hard environment - we have various fun events (board games nights, dinners, teambuildings etc) Additional health insurance Co-funded MultiSport card Learning & coaching budget Mental Health budget Shiny and comfy office in CampusX (Bulgaria's top tech incubator) - surrounded by other startups and cool/smart people Flexible start and end of the working day and hybrid working mode, including a combination of remote and on-site Competitive salary plus company share options Did we mention ‘grow along with amazing people in a growing company’ already? We mean it. Joining our team is a life-changing move. Don't be shy and hit Apply :) Tips for a job application with FindMeCure - https://docs.google.com/docume... More about our CEO - https://www.thesuperhumanpodcast.net/episode/472-maya-zlatanova/ How and why FindMeCure started - https://www.youtube.com/watch?v=HdqJOB02-Lw&t Department Customer Success Role Customer Success Locations Sofia Remote status Hybrid About FindMeCure At FindMeCure, our mission is simple but powerful - to make healthcare accessible, data-driven, and patient-centric. 💙 We bridge the gap between people and clinical research, empowering pharma companies with the insights they need to run successful trials. Every line of code, every data point, and every breakthrough brings us closer to a world where medical innovation reaches those who need it most.