WHO WE ARE

Inato is a Tech for Good company striving to bring clinical research to each and every patient, regardless of who they are or where they live. To do this, we are building the world's first clinical trial platform to create greater visibility, access, and engagement across a more diverse population of doctors and their patients.

Drug development is a challenging, intellectually complex, and rewarding endeavor: we enable global pharmaceutical companies to confidently partner with community-based researchers to increase patient access to the latest medical innovations. The platform currently offers clinical trials from leading companies to over 4,000 sites across the globe and we are well poised for growth in 2025.

We are a growing team of passionate pharmaceutical experts, software engineers, professional services members, and many more - all bringing their unique perspectives to solve the challenges facing clinical research.

Inato is the recent recipient of Fast Company’s Most Innovative Companies of 2024, Fierce Healthcare’s Fierce 15, and Built In's Best Places to Work 2025.

THE ROLE

Inato is seeking a seasoned Customer Success Project Manager with proven experience managing large enterprise customers, particularly in the pharmaceutical or clinical trial domain. This role is critical in delivering exceptional outcomes for our customers, fostering strategic partnerships, and ensuring alignment with their clinical trial objectives.

As the primary point of contact for our customers, you will oversee all aspects of project delivery, manage client relationships (at the leadership and individual trial levels), and ensure that Inato’s platform drives measurable value. You will collaborate closely with internal teams — such as the Site Partnership Management, Product, and Sales teams — to ensure seamless project execution and client satisfaction. Reporting to the Director of Project Management within the Customer Success team, you will be instrumental in driving Inato’s growth by deepening client trust and expanding our footprint with Pharmaceutical customers.

RESPONSIBILITIES

PROJECT MANAGEMENT

Enterprise Project Setup and Delivery: Design and implement tailored project plans to meet the needs of large-scale clinical trials. Establish clear action plans to launch trials on Inato’s platform and ensure objectives and deadlines are met.

Stakeholder Coordination: Lead cross-functional coordination among internal and external stakeholders to deliver seamless execution for enterprise clients. Proactively track and report progress to maintain alignment.

Risk Management: Identify and mitigate risks in project timelines and deliverables, ensuring enterprise clients’ expectations are met with consistency and precision.

CUSTOMER SUCCESS

Strategic Account Management: Develop deep, strategic relationships with pharmaceutical clients, gaining an in-depth understanding of their organizational structure, clinical trial strategies and business objectives.

Customer Onboarding and Support: Lead the onboarding process for enterprise customers, ensuring they are fully equipped to maximize the value of Inato’s platform.

Client Satisfaction and Retention: Monitor and proactively manage client satisfaction. Address challenges with urgency, providing creative solutions that foster trust and loyalty.

Value Delivery: Clearly articulate Inato’s value proposition and guide clients in leveraging the platform’s capabilities to achieve their clinical trial goals.

Issue Escalation and Resolution: Act as the escalation point for client challenges, driving swift resolutions to maintain client confidence.

COLLABORATION & TEAM PERFORMANCE

Sales Collaboration: Partner with the Sales team during the pre-award phase to design tailored solutions that meet enterprise clients’ needs and support deal closure.

Product and Marketing Feedback: Collaborate with Product teams to ensure client feedback informs platform enhancements, and work with Marketing to refine client-facing materials and support the creation of account-based marketing initiatives and client case studies.

Process Improvement: Refine and enhance Inato’s project management processes to build a robust and scalable project management practice in collaboration with the Director of Project Management.

REQUIREMENTS

The following past experience is required:

Minimum 4 years of client-facing experience, with at least 2 years managing large enterprise accounts in the biotech, healthcare, or clinical trial sectors.
Demonstrated ability to build and nurture strategic relationships with enterprise clients, translating business needs into impactful solutions.
Proven ability to manage complex, high-stakes initiatives with multiple stakeholders while maintaining organization and clarity.
Familiarity with clinical trials, pharmaceutical operations, or healthcare technologies is strongly preferred.
Strong ability to learn and adopt new technologies, with experience utilizing digital platforms to deliver solutions.
Exceptional communication, problem-solving, and relationship-building skills. A commitment to ensuring client satisfaction and a proactive, solutions-oriented mindset.
Motivated by the opportunity to have a significant impact in a fast-growing, mission-driven company.

BENEFITS

6 weeks vacation
9 holidays + 4 floating holidays
16 weeks of paid maternity leave and 4 weeks paid paternity leave
Comprehensive health insurance
Competitive salary & equity