Barrington James
Customer Engagement Manager
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Customer Engagement Manager – HealthTech SaaS
Company Overview
A fast-growing international HealthTech SaaS company transforming clinical trials through innovative Risk-Based Quality Management (RBQM) and Data Quality Oversight (DQO) solutions. Their platform helps pharmaceutical, biotech, and clinical research organisations improve data quality, reduce risk, and accelerate safer treatments to patients.
Role Overview
The Customer Engagement Manager is responsible for driving customer success after implementation, ensuring clients maximise value from the platform.
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This Role Focuses On
- Driving product adoption and engagement
- Improving customer satisfaction and retention
- Identifying risks and implementing mitigation plans
- Acting as the voice of the customer internally
Working closely with Account Management, Product, Engineering, and Professional Services teams.
Key Responsibilities
- Own customer adoption strategies across users, studies, and product modules.
- Lead customer reviews, engagement programmes, and success plans.
- Monitor customer health metrics including usage, adoption, NPS, CSAT, and retention risks.
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Candidate Requirements
Essential
- 5+ years’ experience in:
- Customer Success
- Customer Engagement
- SaaS Account Management
- Implementation / Project Management
- Experience working with SaaS platforms and enterprise customers.
- Proven ability to drive adoption, retention, and customer value.
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