Customer Success Manager (strategic Growth Accounts)

Job Responsibilities

Revenue Realization: Adoption, Utilization, and Retention

Serve as the primary post-sale relationship owner, translating account strategy into execution, adoption, and sustained value realization across provider networks and digital health partnerships.

Own and deliver revenue and growth targets across assigned Digital Health and key provider accounts.

Represent GRAIL at industry meetings, customer events, and conferences, as needed.

Support sales process on operation and implementation deployment strategies to align on contracting needs (ex: act as a SME for events, integrations, etc.)

Develop strong executive-level and operational partnerships that position GRAIL as a trusted long-term strategic partner.

Stay current on evolving wellness, longevity, and preventive care trends relevant to partner needs and strategies.

Lead customer onboarding and implementation for middle-tier accounts, ensuring a smooth, timely, and well-communicated launch.

Translate account strategy into practical workflows, activation plans, and partner-ready execution.

Coordinate cross-functional teams including Operations, Medical, Product, Legal, Security, Customer Service, Billing, Lab Logistics, Data, etc. to ensure delivery excellence and continuous improvement.

Build scalable processes to manage large, multi-regional accounts with varying workflows and stakeholder groups.

Advocate for customer needs internally, influencing product enhancements, operational improvements, and data-driven decision-making.

Demonstrate strong working knowledge of GRAIL’s internal systems and tools (e.g., Asana, Salesforce, LIMS, GSP, Qualtrics, Xfin) to support efficient account execution.

Partner with the Key Account Manager to lead strategic business reviews (monthly, quarterly, or annual, depending on partner) and present insights, outcomes, and recommendations to senior external stakeholders.

Monitor account health, performance metrics, and utilization; proactively identify risks, opportunities, and emerging needs.

Design and execute partner-specific activation programs and engagement initiatives that drive adoption, engagement, and measurable value.

Maintain accurate forecasting, documentation, and activity tracking within CRM and internal systems.

Collaborate closely with the Key Account Manager to jointly manage account strategy, engagement, and growth objectives.

Partner with the Key Account Manager to identify upsell, cross-sell, and expansion opportunities across complex provider and digital health ecosystems.

Support contract renewals through a value-centric approach that reinforces long-term partnership commitments while driving volume growth.

Required Qualifications

BS/BA + 8+ years work experience or Masters + 6+ years

3+ years of experience in customer success, relationship management, or client partnerships.

Travel up to 30% for provider meetings and internal team engagements.

Preferred Qualifications

Proven success managing large accounts with complex stakeholder ecosystems.

An understanding of provider channel operations, concierge medicine, digital health platforms, or multi-site healthcare delivery models.

Ability to collaborate effectively cross-functionally in a fast-growing environment with frequent change.

Experience escalating issues effectively and mobilizing cross-functional teams to drive resolution.

Ability to articulate a clear, compelling narrative around clinical value, operational impact, and GRAIL’s mission.

Exceptional relationship-building, communication, and executive presence.

Strong strategic thinking and problem-solving skills with the ability to translate customer needs into actionable solutions.

Highly organized with demonstrated experience orchestrating cross-functional teams.

Analytically driven, with the ability to interpret data and present insights clearly.

Comfortable navigating ambiguity and leading in a fast-growing, fast-moving environment.

Physical Demands and Working Environment

Hours and days may vary depending on operational needs.

Standing or sitting for long periods of time may be necessary.

Some lifting (up to 25 pounds) may be necessary.

Ability to travel 30% as required.