Job Description
Client Success Manager (Leadership Role): 100% Remote, Flexible Hours, Global Team, Global Clients (US & AU)
WHO WE ARE:
We’re Trialfacts. We connect patients to clinical trials, and our clients rely on us to deliver results, transparency, and confidence throughout their studies. Our leadership team plays a critical role in shaping how we serve clients, collaborate internally, and grow sustainably.
YOUR JOB:
As Client Success Manager, you are a senior, client-facing leader and a core member of the Trialfacts Leadership Team. You own client outcomes end-to-end across active clients in the US and Australia, leading the team responsible for delivery, expectation-setting, escalation management, and internal coordination.
This is not a reactive support role. You set direction, guide teams, and work proactively with clients to drive strong outcomes, consistency, and trust.
You’ll work closely with Sales, Operations, Tech, and Leadership to ensure delivery quality, retention, and long-term client success.
Support That Helps You Thrive:
Competitive compensation – Stable and above-market monthly pay
Unlimited PTO you’ll actually use – Take paid leave whenever you choose.
Real flexibility – Work from anywhere and thrive in an async-first culture, with the autonomy to adjust your schedule when needed to support US and Australian clients.
Paid learning and growth– We cover courses, books, and hands-on learning so you can keep building real, in-demand tech skills.
You’re a Strong Fit If You Bring:
- Proactive Client Success Leadership– You’ve owned client outcomes end-to-end, led client-facing teams, and partnered proactively with clients across complex accounts in a cross-functional, remote environment, with flexibility to engage clients across US and Australian time zones when needed.
- Trusted Advisor, Not Order-Taker – You’ve used judgment and expertise to guide clients toward effective approaches, rather than simply executing requests.
- Strategic Client Mindset– You think beyond day-to-day delivery, prioritize based on impact, and confidently deprioritize low-value or high-visibility work when needed.
- People Leadership Capability– You’ve developed talent through coaching and delegation, set clear expectations, and hold teams accountable for results.
- Impact-Based and Client-Centric Approach– You’ve prioritized decisions based on client impact and measurable outcomes across delivery, prioritization, escalation, and resourcing decisions, clearly explaining trade-offs and escalating early to protect results.
- Cross-functional alignment – You’ve aligned multiple internal teams around shared priorities, roles, and outcomes to drive coordinated execution.
- Data-Driven Performance Management–You’ve delivered consistent KPI outcomes (such as client satisfaction, delivery pace, or retention) through disciplined execution and clear processes.
- Clear, Executive-level Communication – You communicate priorities, decisions, and changes clearly with both clients and internal stakeholders, reducing errors and rework.
- Quality, Reliability, and Trust– You’ve maintained high delivery standards, accuracy, and data integrity even during periods of change or pressure.
- Scalable Remote Leadership – You’ve managed team capacity and concerns effectively in a remote, cross-cultural environment, sustaining performance without quality degradation.
- Proactive Issue and Risk Management –You’ve anticipated risks, surfaces issues early, addresses them decisively with clear ownership, and seeks the right support when needed to protect client outcomes.
Ready to Step Into This Role?
If this role feels like the right fit, we’d love to hear from you.
