Customer Success Representative

About Rivia

Rivia specializes in AI-Driven Analytics and Data Infrastructure for Successful Biopharma Clinical Trials.  Biopharmas are the origin of most new therapies, yet often face inefficiencies and failures in clinical trials due to fragmented data and outdated tools. Our technology offers a real-time, integrated view of data to improve the evaluation of new treatments and trial conduct. Our vision is to become the unified data infrastructure that transforms clinical development lifecycles, bringing new therapies to market more successfully.

In 2 years, we've successfully launched Rivia to multiple Biotechs and are scaling to reach many more. We are seeking a relentless, high-performing Customer Success Representative to join our team and take an active role in our growing startup.

About Customer Success

Given the highly complex nature of clinical trials and how it interfaces with our technology, the Customer Success team at Rivia is pivotal in ensuring our clients achieve their desired outcomes and derive maximum value from our platform. We build strong relationships with our clients, provide expert guidance and support, and drive customer satisfaction and retention. Our team is committed to understanding and addressing client needs, ensuring a seamless and rewarding experience with Rivia. This role has many dynamic opportunities for professional growth and advancement.

The Role

As a Customer Success Manager at Rivia, you will be the primary point of contact for our clients, ensuring they navigate their clinical trials and maximize the benefits from our platform. You will work closely with clients to understand their objectives, provide guidance and support that drives customer satisfaction and retention. The ideal candidate is customer-focused, impact driven, tech-savvy, and has a deep understanding of the pharmaceutical industry.

What Excites You

• Being part of a collaborative startup where you can make a direct impact on our customer’s biotech innovations and our business. 
• Working in a fast-paced environment where you can leverage your customer success expertise.
• Building and nurturing strong client relationships, driving their success and generating new business opportunities. 

Responsibilities

• Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships.
• Capture customer ROI and generate new business opportunities.   
• Understand client needs and objectives, and ensure they are successfully met through Rivia’s platform.
• Develop and execute customer success plans to drive client engagement, satisfaction, and retention.
• Conduct regular check-ins and business reviews with clients to monitor progress and identify opportunities for optimization.
• Provide proactive support and guidance to clients, addressing any issues or concerns promptly and effectively.
• Collaborate with the sales, product, and technical teams to ensure a seamless customer experience, optimize product and go-to-market strategies. 
• Educate clients on new functionalities of the Rivia platform, ensuring they are fully leveraged.
• Track and report on key customer success metrics, providing regular updates to senior management.

What Excites us

• 5+ years of experience in customer success, account management, or a related role, preferably within the pharmaceutical, Biotech, or healthcare technology sectors.
• Proven ability to build and maintain relationships with C-level executives and key decision-makers.
• Strong understanding of data infrastructure and analytics platforms.
• Experience in defining and capturing client ROI. 
• Excellent communication, presentation, and interpersonal skills.
• Customer-focused with a passion for delivering exceptional service and support.
• Ability to manage multiple clients and projects simultaneously in a fast-paced environment.
• Problem-solving skills and a proactive approach to identifying and addressing client needs.

Bonus 

• Experience with SaaS products for biopharma 
• Evidence of customer retention and expansion 
• Knowledge of drug development and/or clinical trials

Our Values 

At Rivia, we are committed to excellence, continuous learning, and the success of both our customers and our team. If you are driven to exceed targets, eager to shape the future of clinical trials, and passionate about making a meaningful difference in the biotech industry, Rivia is the place for you.

• People First: We believe our customers' success is our success, and our team's success drives our customers' success.
• Take Initiative: Deliver high-quality results quickly and efficiently.
• Be Open: Foster an inclusive team environment that encourages tough questions and embraces dissent.‍
• Learn Relentlessly: Experiment continuously to discover what works and drive innovation.