Customer Success Manager

New York, NYOnsiteFull Time$92,000–$116,000 /yrPosted 2 months ago

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Required skills

cross-functional work
project planning
budget management
meticulous documentation
Asana
mental healthcare crisis
clinical research
eCOA
ePRO
clinical technologies

Nice to have

site study coordinator
clinical study lifecycle
data flow
regulatory compliance

Role summary

Brooklyn Health is seeking a Customer Success Manager, also known as an eCOA Project Manager, to join their Operations team. This in-person role in New York City focuses on overseeing the deployment of their Willis platform in CNS clinical trials. Responsibilities include managing eCOA solutions, coordinating with customers on project timelines and readiness, reviewing clinical protocols, tracking deliverables, resolving issues, and collaborating with internal teams to ensure successful project delivery and drive process improvements. The ideal candidate will have 2+ years of project management experience in clinical research or related settings, strong critical thinking, and meticulous documentation skills.

About Brooklyn Health

Brooklyn Health is solving the measurement problem in mental health through accurate, objective, and sensitive measurement of symptoms, enabling precision neuroscience in clinical research and patient care. The company’s Willis platform is modernizing the technology stack for CNS clinical trials, improving endpoint quality and reducing placebo response. Brooklyn Health is backed by leading healthcare and technology investors including HealthX Ventures, Metrodora Ventures, Story Ventures, RiverPark Ventures, Laconia Capital, Everywhere Ventures and others. For more information, visit www.brooklyn.health.

About the role

We’re hiring a Customer Success Manager, also referred to as an eCOA Project Manager, to oversee clinical operations as part of product deployments in CNS clinical trials. Customer Success Managers sit within the Operations team. This is an in-person role at our NoHo office.

Responsibilities

Oversee end-to-end management and delivery of eCOA and additional Brooklyn Health solutions, including rater certification, scale licensing, and data monitoring.
Coordinate with customers on timelines, project specifications, testing, and go-live readiness.
Perform clinical protocol review to ensure appropriate software and service delivery across solutions.
Maintain tracking and reporting on project deliverables, manage issue resolution, and support ongoing project updates as needed.
Collaborate with internal Science, Product, and Engineering teams to ensure successful project delivery.
Drive process improvement and project management best practices.

Requirements

Critical thinking skills to navigate complex issues; experience with cross-functional work
The ability to gain support from other teams and ensure alignment to business initiatives, processes, and issue resolution
Project planning and budget management to effectively manage individual studies
Proclivity for meticulous documentation and proficiency with project management tools like Asana
A genuine interest in addressing the mental healthcare crisis in the United States
Ability to be in-office full-time in New York City
2+ years project management experience in clinical research, eCOA/ePRO, clinical technologies, or CRO setting
Nice-to-haves
Prior experience as a site study coordinator
Strong understanding of clinical study lifecycle, data flow, and regulatory compliance requirements
Excellent organizational, communication, and cross-functional coordination skills
Ability to work independently and operate effectively in a fast-paced, remote environment

Ready to apply?

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