Director of Professional Services

About the role

The Director of Professional Services will lead customer success strategy and execution for SimpleTrials, a SaaS platform serving clinical trial teams worldwide. Reporting to the CEO, this hands‑on player‑coach role combines direct customer interaction with team leadership.

Key responsibilities

• Own customer satisfaction, retention, and gross/net revenue retention across global accounts.
• Design and deliver training programs (webinars, live sessions, on‑demand content) to drive feature adoption.
• Develop a customer health scoring model and run regular feedback programs (NPS/CSAT).
• Identify at‑risk accounts, lead save plans, and partner with Sales on expansion opportunities.
• Build playbooks, reporting, and processes to scale Customer Success.

Required profile

• Several years of progressive B2B SaaS customer success experience, including team management.
• Proven track record of reducing churn and improving retention.
• Experience creating health scores, lifecycle programs, and CS playbooks.
• Comfort working with executive leadership and customers worldwide.

Required skills

• Salesforce (CRM) and other customer success tools.
• Data‑driven KPI measurement and reporting.

What we offer

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