Customer Success Manager, Workbench - Remote Eligible

Customer Success Manager

Verily is a subsidiary of Alphabet that is using a data-driven approach to change the way people manage their health and the way healthcare is delivered. Launched from Google X in 2015, our purpose is to bring the promise of precision health to everyone, every day. We are focused on generating and activating data from a variety of sources, including clinical, social, behavioral and the real world, to arrive at the best solutions for a person based on a comprehensive view of the evidence. Our unique expertise and capabilities in technology, data science and healthcare enable the entire healthcare ecosystem to drive better health outcomes.

Verily is actively seeking a Customer Success Manager for key accounts within its Life Science & MedTech sector. In this role, you will develop, maintain, and build upon foundational relationships with key customer stakeholders to enable quality solution delivery and customer health.

Responsibilities

• Build trusted relationships with client executives and key stakeholders to understand strategic goals, drive product adoption, and achieve defined customer outcomes/value.
• Serve as the external and internal point of contact for day-to-day client interactions, including preparing for, following up with, and leading weekly meetings, reporting, and managing ad hoc requests.
• Create and configure detailed success plans that align product use cases with specific customer objectives, business hierarchy, and organizational structure.
• Secure renewals and proactively identify new revenue opportunities to achieve annual renewal and growth targets.
• Drive the escalation of client issues and potential risk, quarterbacking the mitigation process for timely resolution, and tracking key Customer Success metrics such as NRR, Time-to-Value, NPS/CSAT, and Customer Health.

Qualifications

Minimum qualifications

• 10+ years of experience managing a book of existing clients as a Customer Success Manager (CSM) or similar role, with a proven and referenceable track record of success.
• 5+ years of experience managing high-value, complex, and strategic partnership accounts.
• Highly customer-centric, focused on driving outcomes and achieving objectives in partnership with the company, coupled with excellent interpersonal skills for efficient communication and collaboration across all internal and external levels.
• Data-driven, highly organized, and detail-oriented, with effective written and oral presentation skills and strong relationship management abilities to balance client satisfaction with company interests.
• Accountable, possess a strong work ethic, a sense of urgency and ownership, and demonstrate the ability to work effectively both independently (delivering results under pressure, taking ownership) and collaboratively to achieve results without formal authority.

Preferred qualifications

• Experience working within or as a partner to federal or state government agencies, and/or related experience working within the public sector.
• Experience with laboratory operations and/or diagnostics.

Qualified applicants must not require employer sponsored work authorization now or in the future for employment in the United States. The US base salary range for this full-time position is $124,000 - $176,000 + bonus + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.