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.