Customer Success Rep

**Customer Success Representative — SaaS Platform for Clinical Research** **About Us** We're Quri, an AI-powered business development platform built for clinical research sites. Founded by site owners, we now serve 400+ research sites across the country with tools that help them find more studies, connect with sponsors and CROs, and automate their BD workflows. We're growing fast and need a customer success representative who can own the post-sale client experience end-to-end. **The Role** You'll be the primary point of contact for new and existing clients from the moment they sign up. This is a hands-on, client-facing role where you'll own onboarding, training, support, and ongoing relationship management. You'll work directly with site owners, BD managers, and clinical research coordinators — most of whom come from clinical backgrounds and aren't deeply technical — so the ability to explain things clearly and patiently is essential. **What You'll Do** • Run onboarding and training calls with new clients (typically 30–60 minutes via Zoom), walking them through how to set up their account and use the platform • Be the first line of response for client questions, requests, and reported bugs — via email, in-app chat, and occasional calls • Log bugs and feature requests in our ticketing system, communicate clearly with the engineering team, and follow up with clients once issues are resolved • Proactively check in with clients on a regular cadence to ensure they're getting value and surface any concerns before they escalate • Identify upsell and expansion opportunities and flag them to the sales team • Help create and update help docs, training videos, and FAQ resources based on common client questions • Monitor client health metrics (usage, engagement) and reach out to at-risk accounts **What We're Looking For** • 2+ years of customer success, account management, or client support experience — ideally in SaaS • Excellent written and spoken English • Comfortable running video calls and presenting software to non-technical users • Strong organizational skills — you'll be juggling multiple clients and tickets simultaneously • Patient, empathetic, and able to make complex features feel simple • Self-motivated and able to work independently with minimal supervision • Comfortable using tools like Slack, Zoom, Notion, HubSpot (or similar CRMs), and ticketing platforms **Logistics** • Fully remote • Hours overlap with US business hours required (specifically EST or CT working hours) • Part-time (5-10 hours/week) with potential to grow into more hours • Long-term engagement preferred — we're looking for someone who wants to grow with us, not a short-term contract Looking forward to hearing from you.