Massive Bio
Client Success Manager (Sponsor Delivery / Clinical Trial Operations)
Massive Bio, Frankfort, Kentucky, United States
Overview
Client Success Manager (Sponsor Delivery / Clinical Trial Operations) Massive Bio is an AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials by eliminating barriers of geography, financial constraints, and information asymmetry that have historically limited enrollment. Founded in 2015 and headquartered in the US, Massive Bio connects individuals to clinical trials worldwide and partners with pharmaceutical companies, contract research organizations (CROs), and healthcare systems to accelerate drug development and expand equitable access to cutting-edge therapies. We are recognized as a leader in health-tech innovation and have raised funding from impact-driven investors. Role focus: You are the primary owner of sponsor and biopharma client relationships, shaping customer experience and driving delivery. You will lead client meetings, translate asks into actionable plans, and work cross-functionally to ensure commitments are met on time and with quality. This is a sponsor-facing delivery role (not business development); success is measured by execution quality, responsiveness, and sponsor outcomes. You will embody best-in-class Customer Success and Account Management with executive presence, fluent English, real-time handling of challenging questions, and thorough follow-up. Key Responsibilities
Manage a portfolio of sponsor and client accounts, lead recurring calls, business reviews, and ad-hoc engagements. Keep agendas, notes, and action items clear and up to date Drive responsiveness and service levels for sponsor requests, communicating with accuracy and awareness of business risks. Escalate, defer, or act decisively to ensure satisfaction Translate sponsor goals into cross-functional delivery plans (Clinical Ops, Provider Engagement, Marketing) Maintain reliable data in CRM and operational systems, reporting on account status and key metrics. Prepare customer-facing reports and dashboards for regular reviews Develop presentations, progress decks, and documentation to support sponsors and partners. Ensure all materials are audit-ready and professionally presented Partner with Clinical Operations to collect and surface quality signals impacting client satisfaction. Identify and advocate for improvements that enhance sponsor experience Support account renewals and expansion by demonstrating value delivered, meeting key milestones, and highlighting business impact Qualifications & Requirements
Bachelor’s degree required; life sciences (Medicine, Nursing, Biology, Pharmacology, Engineering) preferred. Business or analytics backgrounds welcome with relevant healthcare knowledge 3–7 years in one or more of: Clinical Project Management (CPM/CTM), Clinical Research (CRC/Lead CRC/Research Manager), Study Operations, Patient Recruitment Operations, Sponsor/CRO coordination, or healthcare program/project management Demonstrated experience leading communication with external stakeholders (e.g., pharma sponsors, CRO teams, investigative sites, vendors, healthcare partners) including presenting updates, handling urgent questions, and writing precise follow-ups Executive presence and outstanding communication, including fluent English and real-time Q&A skills High sense of ownership, responsiveness, organization, and attention to detail Familiarity with the oncology trial process and privacy regulations like HIPAA/GDPR is a plus Comfortable using CRM and productivity tools; strong reporting skills in Excel/Slides No travel restrictions; able to travel occasionally for client engagements or industry events Job Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Internet Publishing Referrals increase your chances of interviewing at Massive Bio. Get notified about new Customer Success Manager jobs in Ohio, United States.
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Client Success Manager (Sponsor Delivery / Clinical Trial Operations) Massive Bio is an AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials by eliminating barriers of geography, financial constraints, and information asymmetry that have historically limited enrollment. Founded in 2015 and headquartered in the US, Massive Bio connects individuals to clinical trials worldwide and partners with pharmaceutical companies, contract research organizations (CROs), and healthcare systems to accelerate drug development and expand equitable access to cutting-edge therapies. We are recognized as a leader in health-tech innovation and have raised funding from impact-driven investors. Role focus: You are the primary owner of sponsor and biopharma client relationships, shaping customer experience and driving delivery. You will lead client meetings, translate asks into actionable plans, and work cross-functionally to ensure commitments are met on time and with quality. This is a sponsor-facing delivery role (not business development); success is measured by execution quality, responsiveness, and sponsor outcomes. You will embody best-in-class Customer Success and Account Management with executive presence, fluent English, real-time handling of challenging questions, and thorough follow-up. Key Responsibilities
Manage a portfolio of sponsor and client accounts, lead recurring calls, business reviews, and ad-hoc engagements. Keep agendas, notes, and action items clear and up to date Drive responsiveness and service levels for sponsor requests, communicating with accuracy and awareness of business risks. Escalate, defer, or act decisively to ensure satisfaction Translate sponsor goals into cross-functional delivery plans (Clinical Ops, Provider Engagement, Marketing) Maintain reliable data in CRM and operational systems, reporting on account status and key metrics. Prepare customer-facing reports and dashboards for regular reviews Develop presentations, progress decks, and documentation to support sponsors and partners. Ensure all materials are audit-ready and professionally presented Partner with Clinical Operations to collect and surface quality signals impacting client satisfaction. Identify and advocate for improvements that enhance sponsor experience Support account renewals and expansion by demonstrating value delivered, meeting key milestones, and highlighting business impact Qualifications & Requirements
Bachelor’s degree required; life sciences (Medicine, Nursing, Biology, Pharmacology, Engineering) preferred. Business or analytics backgrounds welcome with relevant healthcare knowledge 3–7 years in one or more of: Clinical Project Management (CPM/CTM), Clinical Research (CRC/Lead CRC/Research Manager), Study Operations, Patient Recruitment Operations, Sponsor/CRO coordination, or healthcare program/project management Demonstrated experience leading communication with external stakeholders (e.g., pharma sponsors, CRO teams, investigative sites, vendors, healthcare partners) including presenting updates, handling urgent questions, and writing precise follow-ups Executive presence and outstanding communication, including fluent English and real-time Q&A skills High sense of ownership, responsiveness, organization, and attention to detail Familiarity with the oncology trial process and privacy regulations like HIPAA/GDPR is a plus Comfortable using CRM and productivity tools; strong reporting skills in Excel/Slides No travel restrictions; able to travel occasionally for client engagements or industry events Job Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Internet Publishing Referrals increase your chances of interviewing at Massive Bio. Get notified about new Customer Success Manager jobs in Ohio, United States.
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