Cloudbyz, Inc.
Customer Success Manager (eClinical / Clinical Operations)
Cloudbyz, Inc., Naperville, Illinois, United States, 60564
Customer Success Manager (eClinical / Clinical Operations)
Role Type: Full-Time (On-site)
Company Description 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.
Role Summary 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.
Key Responsibilities
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
Adoption, Value & Outcomes
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
Onboarding & Enablement
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
Issue Management & Advocacy
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
Renewal & Expansion Support
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
Required Qualifications Experience
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
Domain & Technical Knowledge
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
Skills & Attributes
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
Nice to Have
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
What Success Looks Like
High customer satisfaction and retention
Strong product adoption and value realization
Smooth renewals and account growth
Trusted advisor relationships with customer stakeholders
Positive customer advocacy and references
Why Join Cloudbyz?
Work with a unified, AI-first eClinical platform
Partner closely with leading life sciences organizations
Make a measurable impact on clinical trial success
Clear career path into Senior CSM, Account Manager, or Customer Success Leadership
Apply for this Job Upload CV *
At Cloudbyz, our mission is to empower our clients to achieve their business goals by delivering innovative, scalable, and intuitive cloud-based solutions that enable them to streamline their operations, maximize efficiency, and drive growth. We strive to be a trusted partner, dedicated to providing exceptional service, exceptional products, and unparalleled support, while fostering a culture of innovation, collaboration, and excellence in everything we do.
Subcribe to our newsletter #J-18808-Ljbffr
Company Description 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.
Role Summary 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.
Key Responsibilities
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
Adoption, Value & Outcomes
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
Onboarding & Enablement
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
Issue Management & Advocacy
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
Renewal & Expansion Support
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
Required Qualifications Experience
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
Domain & Technical Knowledge
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
Skills & Attributes
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
Nice to Have
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
What Success Looks Like
High customer satisfaction and retention
Strong product adoption and value realization
Smooth renewals and account growth
Trusted advisor relationships with customer stakeholders
Positive customer advocacy and references
Why Join Cloudbyz?
Work with a unified, AI-first eClinical platform
Partner closely with leading life sciences organizations
Make a measurable impact on clinical trial success
Clear career path into Senior CSM, Account Manager, or Customer Success Leadership
Apply for this Job Upload CV *
At Cloudbyz, our mission is to empower our clients to achieve their business goals by delivering innovative, scalable, and intuitive cloud-based solutions that enable them to streamline their operations, maximize efficiency, and drive growth. We strive to be a trusted partner, dedicated to providing exceptional service, exceptional products, and unparalleled support, while fostering a culture of innovation, collaboration, and excellence in everything we do.
Subcribe to our newsletter #J-18808-Ljbffr