Client Success Manager, Zelta

Join a team dedicated to supporting the crucial mission of improving health outcomes.

At Merative,  you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com

The Client Success Manager is responsible for developing and maintaining long-term relationships with a portfolio of key clients, driving client retention, growth, and satisfaction. This role involves overseeing account management activities at a strategic level, aligning company solutions with client goals, and identifying opportunities for expansion. Success in this role results in long-term customer retention, enhanced client satisfaction, and business growth.

Essential Job Duties:  

• Serve as the primary post-sales point of contact and escalation point for high-priority clients, managing relationships at all organizational levels.   
• Act as the key liaison between clients and internal teams, coordinating resources and driving cross-functional collaboration to ensure client success.  
• Oversee client account health, monitoring key metrics such as product usage, satisfaction, and revenue generation to ensure clients derive maximum value from the company’s solutions.  
• Understand and align client business strategies with the company’s offerings, proactively driving solutions to meet or exceed client objectives.  
• Develop strategies to maintain high levels of client satisfaction, positioning yourself as a trusted advisor to key decision-makers and stakeholders.  
• Lead regular strategic reviews with clients to address business needs, assess satisfaction, and identify growth opportunities.  
• Educate clients on new product features, enhancements, and best practices, driving adoption and usage of the platform to improve their outcomes.    

Additional Functions:  

• Take ownership of departmental or cross-functional initiatives, contributing to the overall strategic direction of the organization.  
• As the escalation point for complex or high-stakes issues within the account portfolio or across unassigned accounts, ensuring timely resolution.  
• Lead or participate in special projects that drive organizational change, product improvements, or business development efforts.  
• Leverage your subject matter expertise to support marketing, product development, and business operations, ensuring alignment between client needs and company offerings.    

Basic Qualifications:  

• Strong relationship-building skills, with the ability to manage complex, multi-level client engagements. Has an understanding on how to develop and implement clear plans to increase influence.  
• Demonstrated ability to lead strategic discussions, solve complex client challenges, and drive business outcomes.  
• Exceptional verbal and written communication skills, including the ability to present complex information clearly and effectively.  
• Self-driven and organized, with a strong ability to manage multiple high-priority projects and initiatives simultaneously.  
• Solid understanding of the SaaS industry or relevant sectors (e.g., healthcare, clinical research), with the ability to provide consultative guidance.  
• Zelta or other clinical trials database certification is a plus.  

Education & Travel Requirements:  

• Bachelor’s degree  
• 4+ years' experience in the clinical trial industry and/or in a customer success role 
•  Travel up to 10%

Compensation

The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.

Min – Max :

$110,160.00 - $165,240.00 (USD)

Benefits

The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status.  We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals.  Please note that benefits may be discussed in more detail during the hiring process.

• Remote first / work from home culture

• Flexible vacation to help you rest, recharge, and connect with loved ones

• Paid leave benefits

• Health, dental, and vision insurance

• 401k retirement savings plan

• Infertility benefits

• Tuition reimbursement, life insurance, EAP – and more!

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.