Customer Success Manager

Paradigm is rebuilding the clinical research ecosystem by creating a platform that enables equitable access to trials for all patients while enhancing trial efficiency and reducing the barriers to participation for healthcare providers. Incubated by ARCH Venture Partners and backed by leading healthcare and life sciences investors, Paradigm aims to break down barriers across the trial ecosystem through one seamless infrastructure implemented at healthcare provider organizations, bringing potentially life-saving therapies to patients faster.

Our team is diverse in its experience and committed to the company’s mission to create equitable access to clinical trials for any patient, anywhere. Join us, and bring your expertise, passion, creativity, and drive as we work together to realize this mission.

The Customer Success team at Paradigm is responsible for understanding and supporting the strategic goals of our network health system/provider partners and driving the partnership to mutually beneficial value generation. This includes prioritizing the use of Paradigm solutions (tech-enabled solutions and technology products) and documenting success realized through those partnerships. The person in this role will work with ease across internal, cross-functional teams including clinical SMEs, implementation leads, product/engineering, sales, marketing, and compliance/security. They will also be comfortable working as partners to all levels of executive leadership with client organizations and within Paradigm.

The Customer Success Manager ensures that health system/provider partners are highly engaged in Paradigm’s services/network/vision, health system/provider needs and feedback are understood and advocated for within Paradigm, and engagement with the provider network is enabling Paradigm to achieve its mission of increasing patient access to clinical research.

What you’ll do:

• Establish and facilitate frequent and high-quality communication with health system research teams and leadership about the partnership, from specific project considerations to long-term strategic goals
• Understand strategic strengths and limitations of health system partners regarding clinical research programs, infrastructure, trial portfolio, finances, etc.
• Serve as the main point of coordination with sales, marketing, product, engineering, and clinical teams to achieve partner goals and ensure satisfaction
• Working with the clinical, commercial, and technology teams, ensure success in leveraging Paradigm solutions/products at each health system to drive patient impact (e.g. - enrolled patients, new study activations, etc.)
• Curate and promote clinical research partnership opportunities between Paradigm sponsor partners and network sites to drive patient impact while supporting company financial performance and growth targets
• Influence health systems partners to participate in cross-network programming and events including case studies, webinars, networking opportunities, white papers, etc.
• Work with Paradigm technology teams to collect customer product feedback and represent top strategic product enhancement requests during internal product venues; advocate for and help to prioritize customer needs in the product planning process
• Own all facets of the contracting process post-MSA with network health systems including subscription renewals, upsell SOWs, and other agreements as necessary
  
  

Who you are:

• Minimum 5 years of experience in a combination of:
• Clinical trial operations (CRO, sponsor, and/or site) and familiarity with key research processes, tools, and stakeholders
• SaaS client service delivery, contracting, and relationship management
• Experience working with CRM (Hubspot, Salesforce, or similar), project management (Monday, MS Project, Smartsheets), and development (JIRA, Confluence) systems/tools
• Experience working across clinical, technology, and business teams in internal and external settings
• Proven ability to lead work/partnership with external executive stakeholders and client/internal leadership teams
• Proven ability to manage end-to-end customer/external relationships with a high degree of initiative and limited guidance on day-to-day activities
• High degree of responsiveness, reliability, and integrity
• Decisiveness, strong judgment, analytical, and problem-solving skills
• Excellent time-management skills
• Strong interpersonal and communication skills, especially among cross-functional team
• Willing to travel up to 30%
  
  

At Paradigm, we are committed to providing equal employment opportunities to all qualified individuals. We believe in creating a diverse and inclusive workplace that values the contributions of every employee, regardless of their race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by law. We are an equal-opportunity employer and do not discriminate against any employee or applicant for employment based on any of the aforementioned factors. We encourage and welcome candidates from diverse backgrounds and perspectives to apply for our open positions. We strive to provide reasonable accommodations to qualified individuals with disabilities and to ensure that all employment decisions are based on job-related factors such as skills, experience, and qualifications.