Client Success Manager - Institutions (Remote)

General Information

• Location: Cary, NC, Remote
• Organization: WCG IRB
• Job Type: Full Time - Regular

About WCG

WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.

Why We Love WCG

At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.

• Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
• Employee Assistance Programs and additional work/life resources
• Referral Bonuses and Tuition Reimbursement
• Flexible PTO
• Volunteer Time Off to benefit the community
• Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement

The expected base salary range for this position is $89,400-$125,000. This salary range may vary based on the candidate's qualifications, experience, skills, education, and geographic location.

Job Summary

The Client Success Manager serves in a critical role as the dedicated client-facing, post-sale point of contact for an assigned portfolio of strategic accounts. The Client Success Manager acts as the principal liaison between the client, the company, and the Operations team to drive account satisfaction, retention, and organic growth. This position is accountable for cultivating and managing strong relationships with our key clients, ensuring the delivery of tailored solutions and facilitating cross-functional alignment.

Essential Duties/Responsibilities

• Serve as the primary relationship manager for assigned clients, ensuring consistent communication and responsiveness.
• Translate client goals into actionable initiatives and coordinate cross-functional execution. Develop and execute client success plans aligned with strategic performance metrics.
• Ensure proactive engagement and strategic relationship management, measurable by meeting or exceeding KPIs.
• Track and report on KPI metrics regularly, using data to inform strategy and continuously improve the client experience.
• Manage and oversee the activities of the Strategic Partnership Advisor and serve as a mentor to facilitate their career growth.
• Collaborate closely with the assigned Strategic Partnership Advisor to align client service strategies with broader partnership goals.
• Identify and document issues that would affect the client's relationship with WCG.
• Identify opportunities for account expansion and renewal strategies in partnership or to support Business Development and Strategic Alliance team members.
• Collaborate closely with Business Development, Client Care, and Operations to ensure client solutions are delivered in an accurate and timely manner.
• Inform clients of any major changes to processes and procedures.
• Employ or arrange training for clients for a clear understanding of submission processes and electronic portal usage.
• Instruct clients in the operations process flow.
• Responsible for creating, preparing, and managing internal and external reports.
• Participate in special projects for CAPAs and Continuous Improvement.
• Stay abreast of applicable federal regulations governing IRB review of research.
• Participate in webinars and podcasts as appropriate to share expertise.
• Other duties as assigned by supervisor.
• Attendance and punctuality are essential functions of the position.

Education Requirements

• Bachelor's degree or equivalent experience.

Certifications/License/Registration Requirements

• Current CIP (Certified IRB Professional) certification preferred.
• Knowledge of FDA Code of Federal Regulations and ICH Guidelines.

Qualifications/Experience

• 5-7 years of experience in client success, account management, or customer engagement, preferably in healthcare, life sciences, or clinical research, with 1-3 years in a leadership role.
• Bachelor's degree or equivalent experience required; advanced degree or certifications (e.g., PMP, CIP, CSPO) a plus.
• Strong interpersonal and communication skills with a client-first mindset.
• Proven ability to manage multiple accounts and prioritize competing demands.
• Experience with CRM tools and client success platforms.
• Knowledge of FDA regulations related to research.
• Must be conversant with applicable regulations and industry standards governing clinical research and human subject protection.
• Ability to read, analyze and interpret bids/quotes, technical procedures, legal documents, and government regulations.
• Advanced skills in Microsoft Office required and experience utilizing complex databases system in performance of your work. Strong skills regarding the development and delivery of presentations required.
• Demonstrate professionalism in oral and written communication.
• Ability to independently set priorities and manage time effectively.
• Strong problem-solving skills in anticipating, identifying and resolving potential client issues.
• Must have strong analytical skills with a high degree of accuracy in a highly regulated industry.
• Advanced knowledge WCG IRB Operations workflow and submission process preferred.
• Must be able to maintain confidentiality.

Supervisory Responsibilities

Overall responsibility of management including direction, coordination, performance, and evaluation of the assigned team and staff.

Travel Requirements

• 5% - 10%

Physical and Sensory Requirements

Work activities involve light to moderate physical effort. Majority of time is spent in a seated position with frequent opportunity to move about at will. Activities require a variety of easy muscle movements. Work activities involve a frequent need to concentrate on a variety of sensory inputs for moderate to lengthy durations. The need for detailed and precise work is high.

Equal Opportunity Employer

WCG is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment based on merit and without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender expression, gender identity, age, marital status, family or parental status, disability, genetic information, citizenship, veteran status, or any other legally recognized basis or status protected by federal, state, or local law.