Director of Customer Success

“Be part of an influential company that is the standard for a rapidly evolving industry!” WHO ARE WE? RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based in San Antonio, TX, but we are truly a remote and telecommuting company. WHAT ARE WE LOOKING FOR? We are seeking a dynamic and strategic leader to join RealTime as the Director of Customer Success, where you will play a pivotal role in shaping our customer relationships, driving retention and growth, and championing the Voice of the Customer across the organization. The Director of Customer Success is a critical leadership role at RealTime, dedicated to developing, overseeing, and driving the company’s customer success department. Reporting to the EVP of Operations, this role will lead high-impact initiatives that strengthen customer relationships, improve retention, yield expansion, and ensure seamless collaboration across teams. The Director of Customer Success will leverage metrics and analytics to assess and improve customer health and performance, identify performance gaps and opportunities, and develop and execute corresponding plans. The role will define and oversee all customer lifecycle processes and touchpoints, with a particular emphasis on the following areas in collaboration with the customer’s leadership team: process reviews, execution of business reviews, action plans, and roadmaps to drive value against their evolving business objectives. Additionally, the role will collaborate cross-functionally to advocate for the customer and ensure that the Voice of the Customer is captured in product, support, and other plans. WHAT WILL YOU BE DOING? Evaluate existing customer success operations and drive improvements to processes, metrics, and performance. Deploy and oversee disciplined client management strategies across the entire customer base that revolve around building enduring relationships with clients. Partner with Sales Leadership to develop strategies and goals around upsells, expansion, and renewals, resulting in a positive impact to customer lifetime value. Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded. Lead and manage a Customer Success team. Inspire and mentor a team of Customer Success Managers, including the hiring and retention of top talent while continuing to grow an existing customer success organization. Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service. De-escalate and resolve complex client situations both internally and externally. Collaborate with Sales, Product, Marketing, and other teams to support and develop customer-facing events, communications, and initiatives that enhance customer experience. Provide feedback to product, sales, and marketing teams for continuous improvement of the company’s products and service offerings, including external positioning. Continuously define segmentation of the customer base, build out corresponding strategies, and identify opportunities for ongoing improvement. Drive customer lifetime value and Net Revenue Retention growth through higher product adoption, customer satisfaction, and overall health scores. Design a scalable process to support and engage with a rapidly growing customer base. Establish a system for tracking and forecasting operational metrics for the Customer Success team, measure effectiveness, and optimize across all stages of the customer success journey. Responsible for continuous improvement of the customer success journey. Develop executive-level relationships with our key customers. Deliver meaningful strategic and tactical recommendations to executive leadership on customer trends and health. WHAT DO YOU NEED? 7+ years of experience in Customer Success, Account Management, or a related field. 5+ years of experience in a leadership or managerial role, preferably within a SaaS or technology company. Experience managing teams of people, implementing major process improvements and developing data-driven strategies. Superior self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance, and professionalism. Strong written and verbal communication skills. Strong project management skills; highly organized and solution-driven. Experience managing multiple projects, work prioritization, planning, and execution. Excellent critical thinking, organizational, and problem-solving skills. Outstanding time management skills and the ability to prioritize work. 5-10% of your time may include travel for client visits, conferences, networking events, or other work-related events. WHAT SETS YOU APART? Deep familiarity with Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce). Experience implementing or optimizing Customer Success tools and processes. Experience leading organizational change initiatives, especially related to Customer Success team scaling efforts. Experience using a clinical trial management system and/or other software solutions supporting the Clinical Research industry. WHAT IS IN IT FOR YOU? The company sponsors health insurance, long-term disability, and life policies. Unlimited Paid Time Off. 9 paid Holidays. Paid Parental Leave. Work Anniversary Bonus. Participation in the Employee of the Quarter Program. Monthly $100 Connectivity Stipend Reimbursement. RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested. All successful candidates must complete and pass reference and background checks. The desired salary must be indicated for the application to be considered. The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred. Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment. Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility. Thank you for your interest in RealTime eClinical Solut ions.