Implementation & Customer Success Manager (AI & Innovations)

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary

The Implementation & Customer Success Manager leads post-sales onboarding and customer engagement for Advarra’s Study Design products and services. The role ensures smooth activation, supports customers’ readiness for data and platform capabilities, and drives early value realization. It requires a strong understanding of protocol design concepts, analytics and AI practices, and familiarity with data platforms such as Databricks.

This position also manages key customer engagements, supports strategic partnerships related to AI powered products, and oversees operational routines for Advarra’s Thought Leadership Council. The role works closely with Operations, Product, Clinical Science, Product Leadership, and Commercial teams to ensure consistent, high-quality delivery.

This position plays a critical role in ensuring commercial commitments translate into clear, executable delivery plans and predictable client outcomes.

Job Duties & Responsibilities

• Partner with commercial, Clinical Science, Ops and Product Teams to translate sold proposals into clearly defined scope of work, delivery approach, assumptions, dependencies and documented deliverables.
• Validate feasibility of timelines, data inputs, and analytics prior to executive.
• Lead end to end customer onboarding including implementation planning, configuration, data readiness, setup, and product adoption.
• Serve as the primary contact during activation and guide customers on workflow integration and use of Study Design solutions.
• Manage multi-workstream customer projects by developing and maintaining detailed project plans, milestones, dependencies and risk across cross functional teams.
• Drive data onboarding and validation of workflows and support customers in enabling platform capabilities, including Databricks based processes.
• Establish delivery of governance, progress tracking, and escalation paths to ensure predictable execution.
• Serve as the primary owner of scope integrity by managing client expectations, evaluating change requests, and aligning any scope modifications with commercial and internal delivery teams to prevent delivery risk and scope creep.
• Support commercial engagement by maintaining strong handoff routines, aligning implementation plans to business objectives, and providing value evidence that supports renewal and expansion.
• Manage strategic partnership engagement for AI powered services and products by coordinating onboarding, integration activities, shared deliverables, and communication rhythms.
• Support late-stage sales, renewals, and expansions by advising on delivery approach, timelines, data requirements and feasibility of proposed Study Design Insights.
• Oversee operational construct for Advarra’s Thought Leadership Council, including agenda planning, content coordination, member engagement, and follow up actions.
  • Ensure council outputs inform product strategy and contribute to Advarra’s industry leadership.
• Act as a cross-functional connector by surfacing customer and partner insights and helping teams refine delivery processes and engagement models

Location

This role is open to candidates working remotely in the United States.

Basic Qualifications

• Bachelor’s degree in Healthcare Administration, Public Health, Business Administration or equivalent relevant work experience.
• 8+ years’ experience post-sales onboarding and customer engagement or related field
• 5+ years’ experience in strategy consulting, clinical development and analytics, customer engagement, or related engagement management roles.
• Demonstrated expertise of clinical trial design, feasibility drivers, and protocol complexity.
• Professional experience with analytics, AI concepts, and modern data platforms such as Databricks.
• Proven, demonstrated success managing complex customer and partner engagements collaborating across operational, technical, clinical, and commercial functions.

Preferred Qualifications

• Master’s degree in Healthcare Administration, Public Health, Business Administration or related field.
• Experience implementing clinical or analytics software or AI enabled solutions.
• Experience with strategic partnerships, advisory boards, or thought leadership groups.
• Strong communication, facilitation, and executive engagement skills.
• Knowledge of feasibility datasets, protocol workflows, or operational benchmarks.
• Background in customer success, services delivery, or SaaS onboarding.

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law.  Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

The base salary range for this role is $90,000 to $165,000. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.