Customer Success Manager - Key Accounts



Customer Service, Sales & Business Development
United States · Remote
Posted on Thursday, July 11, 2024

“Be part of a company that is influential and the standard for a rapidly evolving industry!”


RealTime Software Solutions (RTSS) is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.

Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX but are truly a remote and telecommuting company.


As a Key Account Customer Success Manager (CSM) at RealTime, you will be the primary point of contact for our most strategic customers, ensuring they maximize the value of our eClinical software. You will be responsible for driving customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights. Your role will involve deep engagement with key stakeholders, understanding their needs, and delivering tailored solutions that align with their clinical trial objectives.


  1. Customer Relationship Management:
    • Develop and maintain strong relationships with key stakeholders within assigned accounts.
    • Serve as the primary point of contact for all customer-related inquiries and escalations.
    • Conduct regular check-ins and business reviews to ensure customers are achieving their goals.
  2. Onboarding and Training:
    • Lead the onboarding process for new key account customers, ensuring a smooth transition and effective adoption of the software.
    • Provide comprehensive training and resources to users, tailored to their specific needs and workflows.
  3. Customer Success Strategy:
    • Understand the clinical trial objectives and business goals of each key account.
    • Develop and execute customized success plans that drive customer engagement and satisfaction.
    • Monitor customer usage and proactively address any issues or areas for improvement.
  4. Product Expertise and Support:
    • Gain deep knowledge of RealTime’s eClinical software.
    • Provide expert guidance and best practices to help customers optimize their use of the software.
    • Collaborate with the support team to resolve technical issues and ensure timely responses.
  5. Cross-Functional Collaboration:
    • Work closely with sales, product, and support teams to ensure a cohesive customer experience.
    • Communicate customer feedback and insights to the product team for continuous improvement.
    • Identify opportunities for upselling and expansion within key accounts.
  6. Reporting and Analysis:
    • Track and report on key account metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates.
    • Analyze data to identify trends, risks, and opportunities for account growth.
    • Prepare and present reports to internal stakeholders and customers as needed.
    • Manage and Track Customer Health, CSM time tracking, Success Plans, Account touchpoints, etc. via CRM and Customer Success tools.


  • Bachelor’s degree in a related field (e.g., Life Sciences, Business, Information Technology).
  • 5+ years of experience in customer success, account management, or a related role within the clinical trials or healthcare software industry.
  • Proven track record of managing and growing strategic accounts.
  • Strong understanding of clinical trial processes and regulations.
  • Excellent communication, presentation, and interpersonal skills.
  • Ability to understand complex software and technical concepts.
  • Proficiency with CRM tools and customer success platforms.
  • Gainsight knowledge a plus
  • PMP a plus
  • Strong problem-solving skills and attention to detail.
  • Ability to travel as needed to meet with key accounts (up to 25%).


  • The company sponsors health insurance, long-term disability, and life policy
  • 15 days of Paid Time Off per calendar year
  • 9 paid Holidays
  • 6 Recharge Days
  • Paid Parental Leave
  • Work Anniversary Bonus
  • Participation in the Employee of the Quarter Program
  • Monthly $100 Connectivity Stipend Reimbursement
  • RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

All successful candidates must complete and pass reference and background checks.

The desired salary must be indicated for the application to be considered

“The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.” Thank you for your interest in RealTime Software Solutions.

Equal Opportunity Employer RealTime Software Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.