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Customer Success Manager: Research Sites

WHO WE ARE

Inato is a Tech for Good company striving to bring clinical research to each and every patient, regardless of who they are or where they live. To do this, we are building the world's first clinical trial platform to create greater visibility, access, and engagement across a more diverse population of doctors and their patients.


Drug development is a challenging, intellectually complex, and rewarding endeavor: we enable global pharmaceutical companies to confidently partner with community-based researchers to increase patient access to the latest medical innovations. The platform currently offers clinical trials from leading companies to over 4,000 sites across the globe and we are well poised for growth in 2025.


We are a growing team of passionate pharmaceutical experts, software engineers, professional services members, and many more - all bringing their unique perspectives to solve the challenges facing clinical research.


Inato is the recent recipient of Fast Company’s Most Innovative Companies of 2024, Fierce Healthcare’s Fierce 15, and Built In's Best Places to Work 2025.


THE ROLE

Our Customer Success Manager (CSM) team guides clinical research sites throughout their journey with Inato—from onboarding and activation to long-term retention. We support sites through our two core offerings: business development and AI-powered prescreening. As a CSM, you'll build strong relationships with clients, understand their challenges deeply, and show them how Inato's technology can address their needs. You'll focus on building engagement and loyalty by showcasing our product's value, helping shape the product roadmap, and ensuring our solutions make a real difference for site organizations.


RESPONSIBILITIES

- Responsible for the overall satisfaction and retention of the assigned client base

- Collaborate with Product, Project Management, and Data to help shape our roadmap and develop strategy to improve user loyalty.

- Own entire site lifecycle from onboarding, activation, and retention.

- Analyze user adoption and engagement to ensure the long-term success of programs

- Actively measure, monitor, and ensure the health of the assigned client base

- Lead customer check-in and ad hoc meetings


QUALIFICATIONS

- Based in Eastern Standard time zone (this is a hard requirement)

- 3+ years experience in Customer Success, Sales, Account Management or Partnership experience in a fast moving B2B SaaS company or similar environment

- 2+ years experience working with clinical research sites

- Proven track record of managing clients autonomously and owning accounts success.

- Able to assess a situation, identify next steps, implement an action plan, and hold others accountable to deliverables and deadlines.

- Able to analyze problems, find root causes, and propose solutions


Bonus Points

Familiarity with Hubspot


BENEFITS

6 weeks vacation

9 holidays + 4 floating holidays

16 weeks of paid maternity leave

Comprehensive health insurance

Competitive salary & equity


We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.


Inato Glassdoor Company Review
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CEO of Inato
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Kourosh Davarpanah
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What You Should Know About Customer Success Manager: Research Sites, Inato

Are you ready to make a substantial impact in the world of clinical research? Inato, a Tech for Good company, is on the lookout for a Customer Success Manager: Research Sites to join our dynamic team in NYC or remotely on Eastern Time. Our mission is simple yet powerful: to enhance access to clinical trials for all patients, regardless of their background. As a CSM, you’ll play a critical role in guiding clinical research sites through every phase of their journey with Inato, from onboarding all the way to long-term retention. Imagine having the chance to build meaningful relationships with clients, deeply understanding their challenges, and demonstrating how our innovative technology can make a real difference. Your day-to-day will involve collaborating with a talented mix of product, project management, and data teams to continually improve user engagement and satisfaction. With responsibility over the entire lifecycle of client accounts, you’ll analyze user data, conduct check-in meetings, and ensure that our clients thrive on our platform. We're proud to have received accolades like Fast Company’s Most Innovative Companies of 2024 and Built In's Best Places to Work in 2025. Join us and be part of this rewarding endeavor to transform drug development into a more accessible and diverse pursuit.

Frequently Asked Questions (FAQs) for Customer Success Manager: Research Sites Role at Inato
What responsibilities does the Customer Success Manager: Research Sites have at Inato?

The Customer Success Manager: Research Sites at Inato is responsible for overall client satisfaction and retention. The role includes managing the entire lifecycle of client accounts, collaborating with internal teams to enhance user loyalty, leading check-in meetings, and analyzing user adoption to ensure the success of clinical research sites.

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What qualifications are needed to become a Customer Success Manager: Research Sites at Inato?

To qualify as a Customer Success Manager: Research Sites at Inato, you need to have over 3 years of experience in Customer Success or similar roles within B2B SaaS companies, along with at least 2 years of experience working directly with clinical research sites. A proven track record of client management, along with the ability to analyze problems and propose effective solutions, is essential.

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How does a Customer Success Manager contribute to the product development process at Inato?

As a Customer Success Manager at Inato, you will play a pivotal role in shaping the product roadmap by collaborating with the Product, Project Management, and Data teams. Your insights gained from client interactions can directly influence the development of solutions that address client needs and improve user experience.

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Is there a remote work option for the Customer Success Manager role at Inato?

Yes! The Customer Success Manager: Research Sites position at Inato offers a flexible working environment, allowing candidates to work remotely as long as they are based in the Eastern Time Zone.

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What kind of company culture does Inato promote for its Customer Success Managers?

Inato's company culture is centered around a commitment to diversity, collaboration, and passion for improving clinical research. As a Customer Success Manager, you will be part of an innovative team that values unique perspectives and encourages personal and professional growth.

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Common Interview Questions for Customer Success Manager: Research Sites
Can you describe your experience managing customer accounts as a Customer Success Manager?

When answering this question, focus on your past roles, highlighting specific accounts you managed, your strategies for ensuring customer satisfaction, and how you measured success. Share examples that demonstrate how you overcame challenges and maintained positive client relationships.

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How do you assess customer satisfaction and engagement in your current or past roles?

Discuss the methods you used to gauge customer satisfaction, such as surveys or metrics. Provide examples of changes you initiated based on feedback, emphasizing your commitment to continuous improvement and client success.

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How would you handle a dissatisfied client in your role as a Customer Success Manager?

Highlight your conflict resolution skills by outlining a step-by-step approach: listen to the customer's concerns, acknowledge their feelings, discuss possible solutions, and follow up to ensure their satisfaction. Providing examples of past experiences can strengthen your answer.

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What strategies do you use to build relationships with clients?

Talk about the importance of personal connection and understanding client needs. Share techniques that have worked for you in the past, such as regular check-ins, tailored solutions, and proactive communication to build trust and rapport.

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How familiar are you with HubSpot and its functionalities?

If you have experience with HubSpot, outline the specific features you're familiar with, such as CRM functions, tracking customer interactions, and data analysis. If you're less familiar, express your eagerness to learn and provide examples of similar tools you've mastered.

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How do you prioritize tasks when managing multiple customer accounts?

Explain your methodology for prioritization, whether it’s using task management tools, segmenting clients by urgency, or focusing on accounts based on their potential lifetime value. Demonstrating organization and time management skills is key.

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What role does data analysis play in your approach to customer success?

Emphasize your belief in data-driven decision-making. Discuss specific metrics you analyze, how you translate data into actionable insights for clients, and any tools you use for managing customer data effectively.

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Can you provide an example of how you improved a client’s experience with a product?

Share a specific story where your intervention led to a significant improvement in a client’s experience. Focus on your analysis, the changes you proposed, and the positive feedback received from the client.

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What do you consider to be the most challenging aspect of being a Customer Success Manager?

Articulate an understanding of challenges in maintaining client satisfaction while managing varying expectations. Discuss how you approach these challenges by employing empathy, communication, and problem-solving skills.

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How do you stay current with industry trends in clinical research?

Discuss any methods you use to stay informed, such as following industry publications, attending conferences, participating in webinars, or networking with other professionals. Highlight your passion for continuous learning.

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Maternity Leave
Paternity Leave
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Health Savings Account (HSA)
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Paid Holidays
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Our mission is to bring clinical research to each and every patient, regardless of who they are and where they live. We envision a world where participating in a trial is so simple that all doctors can offer the right trial for their patients. B...

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Full-time, remote
DATE POSTED
March 13, 2025

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