Customer Success Lead, Trial Library
AI-enabled research organization
Job no longer available
AI-enabled research organization
21-100 employees
Job no longer available
21-100 employees
Company mission
To advance access to cancer precision medicine.
Role
Who you are
- 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
What the job involves
- As a Customer Success Lead, you will work closely with the Chief Executive Officer, Chief Product Officer, Business Operations Lead, and Ally Navigation team to support Providers on the Trial Library Platform
- 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
- 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
Our take
Clinical trials are critical to medical progress, yet participation remains difficult. Patients often aren't aware of available studies, providers face heavy administrative load, and access is shaped by factors like location, insurance, transportation, and trust. The result is a system where innovation moves forward, but many people, especially those from underrepresented communities, are left on the margins.
Trial Library was built to challenge this and the platform uses AI to connect patients to clinical trials through the clinics they've already visited. It works across hundreds of clinics and providers and supports the full journey from identifying eligible patients to enrollment and follow-up, helping research fit more naturally into everyday care.
Since launching in 2022, Trial Library has driven meaningful referral volume, expanded partnerships across oncology and life science, and increased participation among diverse and underserved populations. Now, with $15M in funding and strong investor support, the company is in the perfect position to scale and make access to clinical innovation more inclusive for all.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Dec 2025
$10m
SERIES A
Aug 2022
$5m
SEED
Total funding: $15m
Company benefits
- We are a remote-based, fast growth team
- All full-time employees receive paid vacation and parental leave
- We provide a competitive salary & equity compensation
- We offer technology tools and a work-from-home setup stipend
- We offer medical, dental, and vision coverage to our employees
- We value career development for all
Company HQ
Lower Pacific Heights, San Francisco, CA
Leadership
Hala Borno
(Founder & CEO)Hala has been part of the UCSF Medical Center team since 2013, currently serving as an Associate Professor.
Salary benchmarks
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