Director of Customer Success

About the role

SimpleTrials is seeking a Director of Customer Success to own the post‑sale experience for its global SaaS platform serving clinical trial teams. Reporting to the CEO, this hands‑on leader will build strong relationships, reduce churn, and drive adoption across a growing installed base.

Key responsibilities

• Own customer satisfaction and retention, managing gross and net revenue retention and creating churn‑reduction plans.
• Design and deliver training programs (webinars, live sessions, on‑demand content) to increase feature adoption.
• Develop a customer health scoring model and run early‑warning programs for at‑risk accounts.
• Identify expansion opportunities, qualify leads, and hand them off to Sales while shaping the upsell motion.
• Collaborate with Product, Marketing, Implementation, and Support to feed customer insight into roadmap and messaging.
• Lead, coach, and grow a small team of Customer Success managers, defining structure and hiring plans.

Required profile

• Several years of progressive B2B SaaS Customer Success experience, including team management.
• Proven track record of improving retention, reducing churn, and building health‑score models.
• Strong communication skills, able to simplify complex software for executive and technical audiences.
• Comfort working directly with CEOs and senior customer stakeholders.
• Willingness to travel up to 25% of the time.

Required skills

• Experience with CRM and Customer Success tools such as Salesforce.

What we offer

• Base salary of $170,000 per year.
• Annual performance‑based bonus up to 20%.
• Equity participation and comprehensive benefits plan.