Client Success Manager (Sponsor Delivery / Clinical Trial Operations)

About Massive Bio Every cancer patient deserves access to treatment options. Massive Bio is an AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials by eliminating the barriers of geography, financial constraints, and information asymmetry that have historically limited enrollment. Founded in 2015 and headquartered in US, Massive Bio is scaling its impact globally by powering operations across multiple countries and bringing innovative cancer treatment options to a rapidly growing and diverse population of patients. Through our proprietary AI platform, we connect individuals to clinical trials worldwide and partner with leading pharmaceutical companies, contract research organizations (CROs), and healthcare systems to accelerate drug development and expand equitable access to cutting-edge therapies. About The Role As the primary owner of sponsor and biopharma client relationships, you’ll play a key part in shaping customer experience and driving delivery. You’ll lead client meetings, translate asks into actionable plans, and work cross-functionally to ensure commitments are met on time and with quality. This is a sponsor-facing delivery role (not business development), success is measured by execution quality, responsiveness, and sponsor outcomes. You’ll embody best-in-class Customer Success and Account Management—where executive presence, fluent English, real-time handling of challenging questions, and thorough follow-up set the standard.

Key Responsibilities

• Manage a portfolio of sponsor and client accounts, leading recurring calls, business reviews, and ad-hoc engagements. Keep agendas, notes, and action items clear and up to date.
• Drive responsiveness and service levels for sponsor requests, communicating with accuracy and awareness of business risks. Escalate, defer, or act decisively to ensure satisfaction.
• Translate sponsor goals into cross-functional delivery plans (Clinical Ops, Provider Engagement, Marketing)
• Maintain reliable data in CRM and operational systems, reporting on account status and key metrics. Prepare customer-facing reports and dashboards for regular reviews.
• Develop presentations, progress decks, and documentation to support sponsors and partners. Ensure all materials are audit-ready and professionally presented.
• Partner with Clinical Operations to collect and surface quality signals impacting client satisfaction. Identify and advocate for improvements that enhance sponsor experience.
• Support account renewals and expansion by demonstrating value delivered, meeting key milestones, and highlighting business impact.

Qualifications & Requirements

• Bachelor’s degree required; life sciences (Medicine, Nursing, Biology, Pharmacology, Engineering) preferred. Business or analytics backgrounds welcome with relevant healthcare knowledge.
• 3–7 years in one or more of: Clinical Project Management (CPM/CTM), Clinical Research (CRC/Lead CRC/Research Manager), Study Operations, Patient Recruitment Operations, Sponsor/CRO coordination, or healthcare program/project management.
• Demonstrated experience leading communication with external stakeholders (e.g., pharma sponsors, CRO teams, investigative sites, vendors, healthcare partners) including presenting updates, handling urgent questions, and writing precise follow-ups.
• Executive presence and outstanding communication, including fluent English and real-time Q&A skills.
• High sense of ownership, responsiveness, organization, and attention to detail.
• Familiarity with the oncology trial process and privacy regulations like HIPAA/GDPR is a plus.
• Comfortable using CRM and productivity tools; strong reporting skills in Excel/Slides.
• No travel restrictions; able to travel occasionally for client engagements or industry events.

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