Customer Success Manager (EMEA)

Job description

Are you a customer-centric account manager with a passion for client retention who develops rewarding experiences and drives results with innovative technology?


Who is Castor?
Castor is a leading cloud-based clinical data platform working with some of the world’s largest pharmaceutical companies, medical device companies, biopharmas, and renowned academic institutes.


We simplify the clinical trial process, from recruitment to analysis, with user-friendly, patient-centric technology. Our mission is to bring medical research into the digital age. Why? Because medical research is still largely run using free-text, paper, and legacy technology.


Our self-service platform enables our users to run remote (decentralized), device enabled, patient-centric trials. By helping our users capture high-quality data and making it machine-readable, we are fundamentally changing the flawed evidence-based medicine process.


How is Castor supporting the Coronavirus crisis?
Castor has joined the global fight against the Coronavirus by making our research data capture system available for free for all COVID-19 research projects. Castor is supporting more than 200 COVID-19 studies across the world, including the World Health Organization’s SOLIDARITY trial.

The opportunity:
Over the last two years, Castor has grown from a team of 25 people to a team of 100 people, opened two new offices (in Amsterdam and New Jersey), and, most recently, raised a $12 million Series A. In the role as Customer Success Manager, you will be responsible for building strong relationships with assigned accounts and serving as a trusted advisor.


What you’ll do
As a Customer Success Manager, you’ll enhance customer relationships, ensuring a high level of satisfaction. How? By building relationships and identifying opportunities that ultimately provide our clients with the ideal customer journey. You’ll directly maximize the impact of clinical research by:


  • Actively listening to customers, understanding their needs, and turning this into actionable insights for improvement and value add solutions
  • Collaborating across Castor’s teams to remove customer roadblocks and frustrations
  • Acting on NPS and customer satisfaction survey results to support the success of your customer accounts and increase customer retention


What you’ll bring
Passionate about customer outcomes, you’ll bring a strong understanding of customer metrics and industry best practices (eg, NPS, renewals, subscriptions, and activity). As a Customer Success Manager, you’ll also bring:


  • Strong experience with delivering Customer Success in a fast-paced SaaS environment
  • Experience creating new strategies and processes to drive customer engagement and happiness
  • A collaborative, agile, and resourceful approach with a “can do” attitude
  • Experience with or knowledge of clinical trial software highly desired


What you’ll learn
It’s a crucial time for Castor. We’re on ‘full power mode’ and scaling-up at an exponential rate. For you, the opportunities are endless:


  • Expand your skills as a Customer Success Manager for a pioneering healthtech scale-up
  • Work with an international and diverse team passionate to help researchers achieve their goals
  • Be involved in maximizing the impact of medical research and improving healthcare


What you’ll get
At Castor, we truly live and breathe our core values, believing we can achieve anything with a healthy and happy team.' With this in mind, we offer the following benefits:


  • A flexible and remote working opportunity
  • A competitive salary and a guaranteed 'happy holidays' bonus
  • Investing in our talent with a strong Employee Stock Option Plan
  • Up to 30 days annual leave (plus national holiday days) depending on location
  • Interested in ‘lifelong learning’? You’ll love using our development and training budget
  • Flexible approach to working - nobody is tracking your time
  • A MacBook or Dell laptop, we’re a tech start-up after all ;)
  • Like to feel zen? You’ll love our company subscription to Calm for meditation and yoga.

Requirements

Ideally, we are looking for this role to work West Coast hours (Pacific Standard Time). Want to know more? Check out the role profile for some further insights or apply now! 

Castor continues to grow as an Equal Opportunities Employer. We strongly encourage applications from women, people of colour, and people from the LGBTQ(+) community. In your application, please feel free to share the pronouns you use (for example, she/her/hers, he/him/his, they/them/theirs, etc.).