VP of Customer Success

Job description

“At Castor, we know what it takes to become a leader in a space: a happy and healthy team, user-friendly technology and - of equal importance - an amazing customer experience. That’s exactly what we’ve been doing, and we’re now hiring a VP of Customer Success to join our leadership team, to help us further accelerate our growth in the life sciences!” - Derk Arts, MD PhD, CEO @ Castor


Who is Castor?

Castor is a leading cloud-based clinical data platform working with some of the world’s largest 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, 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. As of July 01st, Castor is supporting more than 200 COVID-19 studies across the world.


The opportunity: lead Castor’s international customer success team

Castor’s network of Customer Success (CS) experts support over 50,000 research customers to reduce study build time, capture better data and get to market faster.


Having the highest rated eClinical platform (NPS 52) is a great start, but we know making our customers successful goes beyond technology. We need to support them throughout their journey, provide them with professional services to complement their team and capture their feedback to improve our products.


In this role, reporting directly to our CEO and joining our Senior Leadership Team, you’ll lead our global CS team to ensure Castor sets the industry benchmark for clinical customer success and professional services,while entering new market segments such as biopharma and large CROs


What you’ll do

As our VP of CS, you’ll be responsible for defining and owning the CS strategy. Being a champion of our processes and partners, you’ll ensure our customers succeed and we take our place as the leading provider in our space. You’ll also:


  • Lead, coach, grow and develop the international CS and professional services team
  • Define novel strategies which drive product adoption and create the perfect customer journey
  • Collaborate with sales to define world-class account management and growth opportunities
  • Continuously optimise the customer onboarding experience and promote customer retention


What you’ll bring

As a leader of customer success and experiences, your data driven approach and strong knowledge of performance metrics including NPS, renewals, subscriptions and activity will contribute to Castor’s mission of faster, smarter medical research. You’ll have:


  • Extensive experience of working in or supporting customers in the life sciences space
  • Experience with customer success (ideally in a SaaS environment) or business consultancy
  • Experience of being a people manager, coach and enabler to inspire and drive performance
  • The drive, self-awareness and flexibility to work in a high-energy startup environment


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:


  • To lead and grow Castor into the leading provider in our space
  • Collaborate with an entrepreneurial team, passionate to help customers achieve their goals
  • Support the international growth of a true scale-up company
  • Be involved in maximizing the impact of medical research and improving healthcare


What you'll get

For Castor, we believe anything can be achieved with a healthy and happy team. We want to offer you some awesome benefits and the flexibility to truly succeed in your role:


  • A flexible and remote working opportunity (we also have some great NJ based offices)
  • A competitive salary plus commission and a guaranteed 'happy holidays' bonus
  • Investing in our talent with a strong Employee Stock Option Plan
  • 30 days of PTO (including 8 national holidays and flexible sick days)
  • 401K with competitive employer contributions
  • A great health benefit and insurances package
  • Interested in ‘lifelong learning’? You’ll love using our development and training budget!
  • We love good food! So, you’ll get a daily allowance to grab lunch
  • Flexible approach to working - nobody is tracking your time except you
  • A new 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

Want to know more? Check out the role profile for some further insights or apply now!