Customer Success Specialist

About the position

HealthMatch is on a mission to advance medicine by connecting patients with clinical trials. 80% of clinical trials are delayed because they can’t find enough suitable participants. We’re closing that gap with user-friendly technology and patient engagement to match patients with new treatments. We operate at the intersection of healthcare and technology, driving better outcomes for patients. With over 2 million patients in our database and numerous opportunities across the US clinical trials industry, we’re on a rapid growth trajectory. This role is focused on working on studies where we are contracted by the study sponsor, but need to engage the sites who are working on the study and actively enrolling the patients. You’ll work with clinical trial sites to educate, drive HealthMatch platform adoption and collect feedback. You’ll be responsible for site communications (predominantly phone & email), reporting and managing your priorities dynamically to maximize ROI for the company.

Responsibilities

• Outreach to research sites to ensure they know what’s expected and how best to work with HealthMatch.
• Act as the primary contact for site staff, ensuring that sites actively contact patient referrals and maintain accurate statuses in a timely manner.
• Onboard sites to the HealthMatch platform and handle their questions as they arise.
• Share site feedback with the broader team to help improve the product.
• Help craft the trial site engagement playbook and refine best practices.

Requirements

• Full-time remote position, working anywhere in the US.
• ~2 years experience in the workforce, experience in HealthTech or clinical research is not required but would be useful.
• Motivation and excitement for joining a HealthTech startup.
• Ability to support sites across all US timezones and join meetings to overlap with the Sydney team (usually evenings).
• Willingness to travel for in-person interview stage in Boston and onboarding in Sydney.

Nice-to-haves

• Experience in HealthTech or clinical research.

Benefits

• Competitive salary commensurate to experience.
• Equity.
• Benefits.