Junior Client Success Manager

Summary

Massive Bio is an AI-powered precision medicine platform that helps cancer patients discover and access clinical trials. The Junior Client Success Manager supports day-to-day client success operations by coordinating communications, meetings, documentation, study site information, reporting, and follow-up activities across clients and studies.

Responsibilities

• Support day-to-day client communications, including monitoring client correspondence, coordinating responses, and ensuring emails and requests receive timely follow-up
• Coordinate client meetings, including scheduling, calendar management, attendee coordination, and distribution of meeting materials
• Assist Client Success Managers with the preparation and organization of client-facing agendas, presentations, messaging, and other meeting materials
• Attend client meetings and prepare comprehensive meeting minutes capturing key discussions, client feedback, questions, requests, decisions, commitments, and next steps
• Distribute meeting minutes and relevant follow-up communications to appropriate client and internal stakeholders
• Maintain action item and follow-up trackers, ensuring owners, deadlines, dependencies, and outstanding items are clearly documented and kept current
• Proactively follow up with internal stakeholders regarding outstanding client requests, deliverables, and action items to support timely completion
• Circulate relevant client feedback, decisions, requests, and updates to appropriate cross-functional teams
• Translate client requests and feedback into clearly documented internal actions, owners, and deadlines, with guidance from the Client Success Manager
• Track outstanding client dependencies and internal commitments through resolution and flag overdue, unresolved, or potentially escalating items to the Client Success Manager
• Process, maintain, and update study site lists, ensuring site information, recruitment statuses, activation information, and other relevant details are accurately reflected in internal systems and supporting materials
• Maintain organized and accurate client and study documentation, including communication records, meeting materials, trackers, site lists, and other relevant files
• Assist with recurring client reporting and coordinate the collection of required information and updates from internal teams according to established timelines
• Support Client Success Managers with preparation for client meetings by identifying outstanding action items, unresolved questions, upcoming deadlines, and items requiring client discussion or escalation
• Help maintain consistent communication and coordination across Client Success and cross-functional teams to ensure client commitments and deliverables remain on track

Benefits

• Remote work arrangement