Company Description

At CluePoints, we’re on a mission to revolutionize clinical trials through cutting-edge Risk-Based Quality Management (RBQM) and Data Quality Oversight solutions. Our award-winning platform helps pharmaceutical, and biotech companies bring safer, more effective treatments to patients faster.

We’re proud to be an ambitious, fast-growing technology scale-up with a dynamic and diverse international team representing more than 20 nationalities. Collaboration, flexibility, and continuous learning are part of our DNA — at CluePoints, you’ll find a culture where you can grow, make an impact, and have fun along the way

The Role

We’re looking for a Customer Engagement Manager to join our Professional Services Team and contribute to our mission of transforming clinical research through data-driven insights.

The Customer Engagement Manager (CEM) plays a critical role in ensuring post-implementation success by owning customer adoption, satisfaction, and engagement throughout the life cycle. The CEM leads proactive adoption programs, operational reviews, health monitoring, and risk mitigation to ensure customers fully realize value from CluePoints solutions. While overall account ownership rests with the Key Account Director, the CEM is directly accountable for driving lifecycle success and for resolving adoption challenges - not just surfacing them. By coordinating cross-functional collaboration and acting on customer insights, the CEM helps secure long-term retention, expansion, and advocacy.

What You’ll Bring

• Bachelor’s degree in business, Life Sciences, or related field with 5+ years of experience in customer-facing roles (Customer Success, Project Management, Engagement Management) within a SaaS environment.
• Experience supporting digital health, clinical software, or data analytics solutions is a strong asset (EDC, eCOA, other analytics tools, etc.).
• Proven ability to design and execute adoption or engagement playbooks that drive platform adoption, customer retention, and measurable value realization.
• Proficiency with CRM and customer engagement tooling (e.g., Salesforce, ChurnZero, Gainsight) to monitor adoption and health signals.
• Ability to influence product direction by translating customer insights into structured feedback for Product and Engineering teams.
• Strong organizational and operational skills, with a focus on delivering outcomes.
• Excellent communication, facilitation, and problem-solving skills, with the ability to build trusted relationships with client stakeholders and internal teams.
• Strong analytical skills with the ability to interpret customer data and act on insights.
• Self-starter with a bias toward action, resilience in ambiguity, and passion for enabling smarter clinical trial outcomes.

Nice to Have

• Experience in customer success within a SaaS business, with exposure to Life Sciences strongly preferred.
• Experience working with or supporting CROs, sponsors, or trial operations teams in a regulated environment is strongly preferred.
• Experience in life sciences or technology scale-ups.
• Familiarity with clinical trial operations, RBQM principles, or data-driven monitoring approaches is highly desirable.
• Additional language skills.

What You’ll Be Doing

• Own adoption outcomes by expanding solution usage across studies, modules, and user groups, ensuring customers realize value at scale.
• Conduct and lead operational reviews with client teams to surface friction points, track progress against engagement KPIs, and drive continuous improvement in usage and satisfaction.
• Monitor and analyze customer health signals (utilization, feature adoption, NPS, CSAT, retention risk) to detect early issues and take proactive action - initiating mitigation plans directly with stakeholders to ensure sustained customer value realization.
• Own adoption and lifecycle engagement activities post-implementation - including adoption reviews, enablement, and ongoing collaboration while supporting the Account Manager and aligning with the strategic account plans.
• Facilitate training, enablement, and best practice sharing to help clients maximize the value of CluePoints products.
• Act as the voice of the customer by understanding client workflows, communicating product updates and impacts, and channeling structured feedback to Product and Engineering.
• Lead operational governance and reviews with client teams, supporting Account Managers in executive-level governance forum preparation.