About SubjectWell

Matching patients with relevant clinical trials and treatments.

SubjectWell, a technology company and patient recruitment industry leader has created the largest, most trusted, direct Patient Network that connects patients with relevant clinical trials and market-ready treatments. We use multiple unique channels to grow our Patient Network of over 13 million patients by 300,000 per month. We help reduce the notorious bottleneck of patient recruitment in clinical research and connect patients to new care options.

Founded in 2012, SubjectWell counts 19 of the top 20 pharmaceutical companies among its customers and reaches patients across six continents. Our amazing team — located primarily in Austin, TX and Cape Town, South Africa — helps pharmaceutical and biotech companies find qualified patients in every therapeutic area.

Clinical trials need millions of qualified patient volunteers but regularly fall behind schedule because patients are unaware of the benefits of clinical trials or even how to get involved. SubjectWell is transforming patient recruitment with the creation of the first and only clinical trials Patient Network. We broadly educate people on the benefits of research participation and allow interested patients to choose from and be screened against multiple clinical trials in our Patient Network. Since 2012, SubjectWell’s high-touch approach has helped over 115 pharmaceutical and biotech companies find qualified patients in over 175 therapeutic areas.

SubjectWell is looking for exceptional people who are passionate about their field of expertise. Your work will build an innovative healthcare startup that is helping patients access promising care and is speeding the delivery of new medical treatments to the world.

Here is your chance to really make a difference, both in your career and in the lives of millions.

This role will report directly to the VP, Customer Success and Operational Excellence, and is entirely remote.

Job Description: Are you a seasoned Customer Success Manager looking to make a significant impact in the life sciences industry? We are seeking a highly skilled and motivated individual to join our team and manage accounts for Sponsors and Contract Research Organizations (CROs) involved in clinical trial studies. As a Customer Success Manager, you will play a crucial role in ensuring patient recruitment and retention, optimizing project outcomes, and maintaining budgetary constraints.

Key Responsibilities:

1. Overall: This role will use data to proactively predict and avoid customer challenges that’s measured in retention rates. The CSM is the owner of preventing/reducing churn, increasing contract value, and improving the customer experience and the patients experience.

1. Patient Management: Oversee internal teams and influence outside factors such as sites and other vendors to meet the Sponsor’s/CRO’s goal • Ensure clinical sites follow up with patients to maintain engagement and adherence to the trial protocol. • Monitor and manage patient recruitment campaigns, ensuring advertisements are targeted effectively to recruit patients and drive them to their first visit.

1. 2. Account Management: • Serve as the main point of contact for sponsors and CROs, maintaining strong relationships and ensuring their needs are met throughout the clinical trial process. • Conduct Quarterly Business Reviews (QBRs) and executive calls to provide updates and insights on project status and performance. • Upsell and be a trusted advisor to our customers, presenting optimization options proactively that they will need to reach their goals. Manage risk assessment and risk mitigation processes, facilitate customer “health-checks”

1. 3. Project Management: • Coordinate and lead project management team activities, including collaborating on status calls and meetings to track progress and address any issues. • Develop and implement strategies for optimization and improvement of recruitment processes.

1. 4. Communication: • Provide regular updates and reports to C-suite executives, and assigned Sales team members, ensuring clear and transparent communication regarding project status, challenges, and successes. • Collaborate with internal teams and external stakeholders to ensure alignment and effective execution of clinical trial activities.

1. 5. Budget Management: • Monitor and manage project budgets, ensuring all activities are conducted within the allocated financial resources. • Identify and address any budgetary issues, implementing cost-saving measures as needed to stay within financial constraints.

1. Qualifications: • Bachelor’s degree in Life Sciences, Business Administration, or related field. Proven experience in a customer success, account management, or project management role within the life sciences or healthcare industry. • Strong understanding of clinical trial processes and patient recruitment strategies. • Excellent communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders. • Demonstrated ability to manage multiple projects simultaneously and meet deadlines. •

1. Skills: • Leadership and team management • Strategic thinking and problem-solving • Financial acumen and budget management • Effective communication and presentation • Analytical and data-driven decision making