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Verily · 1 day ago

Customer Success Manager, Workbench

Boston, MA

Full-time

Onsite

Senior Level, Lead/Staff

$110K/yr - $165K/yr

10+ years exp

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. They are seeking a Customer Success Manager for key accounts within its Life Science & MedTech sector to develop and maintain relationships with key customer stakeholders, drive product adoption, and ensure customer satisfaction.

AnalyticsEnterprise SoftwareHealth CareInformation Technology

Comp. & Benefits

No H1B

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

Qualification

Customer Success ManagementRelationship ManagementData-driven Decision MakingInterpersonal SkillsAccountabilitySense of UrgencyPublic Sector ExperienceLaboratory Operations ExperiencePresentation SkillsCollaboration SkillsOrganizational SkillsWork EthicIndependent Work

Required

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

Must be 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

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

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