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Verily · 4 weeks ago

Head of Delivery and Customer Success

Dallas, TX

Full-time

Hybrid

Director/Executive

$190K/yr - $332K/yr

15+ years exp

Verily is a subsidiary of Alphabet focused on transforming healthcare through data-driven solutions. The Head of Delivery and Customer Success will lead the customer-facing organization, ensuring exceptional experiences and driving retention and growth through strategic leadership and effective team management.

AnalyticsEnterprise SoftwareHealth CareInformation Technology

Comp. & Benefits

No H1B

Responsibilities

Strategic Leadership: Develop and implement a comprehensive customer success and solutions delivery strategy aligned with Verily’s business objectives and growth targets. Define key performance indicators (KPIs) and establish clear goals for each team

Team Leadership and Development: Provide strong leadership, coaching, and mentorship to the Account Management and User Success teams. Foster a collaborative, high-performance culture focused on customer satisfaction and achieving measurable outcomes

Customer Journey Optimization: Map and optimize the end-to-end customer journey, identifying opportunities to enhance engagement, drive adoption, and ensure customer value realization

Account Management Excellence: Oversee the development and execution of strategic account plans to nurture strong relationships with key customers, drive renewals, identify expansion opportunities, and ensure customer satisfaction

User Success and Adoption: Champion the development and delivery of effective onboarding, training, and ongoing support programs to maximize user adoption, engagement, and overall success with Verily’s products and services. Effectively manage and optimize a large onshore/offshore call center support vendor

Cross-functional Collaboration: Collaborate closely with Sales, Product, Engineering, Marketing, and other internal teams to ensure a seamless customer experience, provide customer feedback to inform product development, and align on go-to-market strategies

Performance Monitoring and Reporting: Establish and monitor key metrics related to customer satisfaction, retention, adoption, and value realization. Provide regular reports and insights to Verily's leadership team

Process Improvement and Innovation: Continuously evaluate and improve customer success and solutions delivery processes, leveraging best practices and innovative AI-first approaches to enhance efficiency and effectiveness

Budget Management: Manage the budget for the Customer Success and Solutions Delivery organization, ensuring resources are allocated effectively to achieve strategic objectives

Risk Management and Escalation: Proactively identify and mitigate potential risks to customer success, and effectively manage customer escalations to resolution

Qualification

Customer success strategyAccount managementSaaS business modelsTeam leadershipData analysisBudget managementCRM platformsCommunication skillsInterpersonal skillsPresentation skillsProject management

Required

Bachelor's degree in a relevant field (e.g., Business Administration, Healthcare Management, Life Sciences)

15+ years of progressive experience in customer success, account management, solutions delivery, or a related field within the technology or healthcare industry

10+ years of experience leading and managing customer-facing teams, including senior-level managers

Proven track record of developing and executing successful customer success strategies that drive customer retention, growth, and satisfaction

Strong understanding of SaaS business models and customer lifecycle management

Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders at all levels

Demonstrated ability to analyze data, identify trends, and develop data-driven strategies and recommendations

Experience managing budgets and resources effectively

Preferred

Advanced degree (e.g., MBA, Master's)

Experience in the life sciences, healthcare, or digital health space

Experience working with enterprise customers and complex solutions

Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight)

Strong understanding of project management methodologies

Experience implementing and scaling customer success programs in a rapidly growing organization

Demonstrated ability to influence and drive change across organizational boundaries

Benefits

Bonus

Benefits

Company

Verily

Verily is an Alphabet health tech company focused on research, care, and health financing to deliver on the promise of precision health. It is a sub-organization of Alphabet.

Founded in 2015

South San Francisco, California, USA

1001-5000 employees