Customer Success Associate, Life Sciences

Linus Health is a Boston-based digital health company focused on transforming brain health for people across the world. By advancing how we detect and address cognitive and brain disorders – leveraging cutting-edge neuroscience, clinical expertise, and artificial intelligence – our goal is to enable a future where people can live longer, happier, and healthier lives with better brain health.

We are a team of 115+(and growing!), embarking on an exciting period of accelerated growth.  We invite collaborative, self-driven and impact-oriented professionals to join our dynamic and fast-growing team.

Does this sound like an innovative & disruptive start-up where you could see yourself?  If so, please continue reading…

Role Summary:

As the Customer Success Associate, Life Sciences,  you will report directly to the Program Manager - Life Sciences, and be responsible for facilitating customer interaction and day-to-day management of customer and partner-related projects. This role includes end-to-end clinical study and project support, starting with the contracting process all the way through deliverable close-out. Additional projects include reporting on account health and customer success metrics, suggesting process development or improvement for our customers and partners, and developing key customer-facing materials.

What You’ll Do:

• Onboarding and Implementation: Guide new clients through the contracting and start-up process. For clinical research studies, this includes protocol and IRB support. For partners, collaborate with Engineering and Product teams on integrations or other partner-specific projects.
• Relationship Management: As a first line of support for our customers, we expect you to be the customer’s voice to our internal team, and to be our company’s voice by always representing our mission and values. Establishing long-term relationships with our customers is integral to this role.
• Issue Resolution: Receive and respond to a variety of customer topics, including management and escalation of tickets via the Help Desk.
• Documentation and Reporting: Maintain accurate records of customer interactions including pre- and post-meeting preparation (agendas and meeting notes), feedback and activity summaries. Drive data delivery and completion of any custom deliverables.

About You:

Must Haves:

• Bachelor’s degree in life sciences, business or a related field
• 2+ years of experience in Healthcare, bonus if you have clinical research study and/or digital health experience
• Customer Success, Account Management and/or Project Management experience
• Deeply organized with a high attention to detail
• Ability to problem solve and tackle brand new areas or issues
• Comfortable with multiple platforms/programs including Google products, SmartSheets, and Jira
• Familiarity with different devices and operating systems, such as smartphones and tablets, web-based applications, iOS and Android
• Knowledge of healthcare products and landscape
• Familiarity with data collection and data transfers
• Highly organized and detail-oriented, yet flexible and comfortable with ambiguity
• A bias for action and a passion for disruptive innovation
• Performs well in a team setting with collaborative input and decision making
• Cross functional collaboration with a diverse and multi-functional team
• Must be a self-starter, capable of maneuvering through a multi-segmented organization, and drive results

Nice To Haves:

• PMP certification
• Experience with data transfer, data collection etc. 
• Experience working within FDA-regulated clinical trials or healthcare products before

What We Offer:

• As a health and wellness company, an opportunity to have a lasting impact on the way people and communities engage with brain and mental health, and even to affect the prognosis of people’s mental and brain health trajectory
• A mission-driven environment where all 115(and counting) employees strive to exemplify our core values every day
• Competitive compensation packages that include an annual discretionary target bonus incentive as well as valuable equity
• Unlimited PTO — We know this can work both ways, however our leadership team does an excellent job at encouraging people to take PTO
• A sincere and deep appreciation for the importance of mental health. We have recently implemented a “monthly flex day” where employees are encouraged to take time away from work to rest, recharge & reset.
• A peer-to-peer recognition program: Celebrating our employees hard work and success is in our DNA!
• Employee Referral Incentive program
• A robust healthcare package that includes medical, dental & vision benefits as well as a 401(K) program where Linus will match up to 6% of employee contributions.

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us.