Customer Success Lead
Trial Library
Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on May 8, 2025
Our mission is to improve health equity by expanding access to cancer precision medicine.
About Trial Library
Trial Library, Inc. is a venture-backed startup founded in 2022 focused on accelerating enrollment and retention to clinical trials with an AI-platform. Trial Library is a mission-driven health technology company dedicated to improving health equity in cancer care by expanding access to precision medicine through clinical trials. We work with community oncology sites, patients, and industry partners to ensure that clinical research is accessible, navigable, and inclusive.
As a Customer Success Lead, you will work closely with the Chief Executive Officer, Associate Director of Operations, and Ally Navigation team to support Providers on the Trial Library Platform. This is primarily a remote position.
You will own the process of onboarding and getting customers successful on the Trial Library platform. You will build strong relationships with physician practices (our customers) starting with the pre-sales process, managing relationships through sales, onboarding, and post-sales account management to ensure customer delight with Trial Library products. You will be accountable for setting targets and managing milestones in customer use of Trial Library products.
Your Responsibilities
- Tracking customers through the sales cycle, from evolution from leads into opportunities into accounts in the Trial Library CRM system
- Bridge the gap between sales and customer support
- Demonstrate Provider empathy to foster trusting relationships between Trial Library and practices
- Proactively drive provider engagement including contracting and execution of Trial Library platform services to produce fast time to value for customers
- Demonstrate a solid understanding of product features and how Providers are expected to interact with product
- Serve as a liaison with physician practice customers to ensure a successful adoption of Trial Library products, resolving issues, addressing concerns, adapting to unique provider workflow requirements
- Maintain up to date knowledge of Trial Library sponsored opportunities
- Develop best practice workflows to drive adoption of Trial Library platform across the United States
- Keep physician practices engaged and regularly using Trial Library products and services
- Ownership of all Provider inquiry and troubleshooting to support practices when necessary
Your Qualifications
- Minimum 5+ years of professional experience in health care-related customer success
- Strong metrics-focused customer success experience
- Open to travel and make on-site visits to practices, attend meetings, if needed
- General understanding of health care and research topics such as clinical trial informed consent, pre-screening, and study sponsors is desirable
- Demonstrate a bias towards action and seek to intervene before issues arise
- Strong communicator and persistent, able to influence behaviors to help drive the desired outcomes
- Facilitate an analytical approach and use data to drive actions
- Agile and willing to adapt quickly in order to achieve desired outcomes
- Demonstrated ability to exercise autonomy in engagement of Providers
- Demonstrated ability to completely manage a CRM, track Provider engagement and conversion to participation on the Trial Library platform
Our Core Values
1. Ally is our favorite moniker
2. The most inclusive approach is worth the work
3. Celebrate measurable improvements in equity outcomes
4. Fearless advocates for belonging
5. Incentives matter to stakeholders choosing our products
6. Taking initiative is actually giving
7. We are accountable for the experience of patients and providers
8. Empathy and humility are the real dynamic duo
Trial Library, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.