Customer Success Manager

Job not on LinkedIn

🕒 April 1

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 55%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Velsera

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

Velsera is a leading provider of omics analytics solutions, powering precision medicine and enhancing the healthcare and life sciences ecosystem through data and actionable insights. With advanced genomics interpretation platforms, Velsera modernizes patient care by generating clinically actionable reports and integrating workflows on next-generation sequencing (NGS) test menus. Their AI-driven analysis and automation tools accelerate lab delivery of 'omics results, optimize workflow automation, and ensure compliance. Velsera's technology manages the flow of patient samples and applies machine learning to produce accurate and clinically relevant results. The company collaborates with research teams to provide expert insights and supports top pharmaceutical companies and clinical labs globally.

📋 Description

• Establish trusted and strategic advisor relationships with assigned customers • Drive continued value from Velsera solutions and services • Build Customer Success Plans with critical outcomes and key performance indicators • Apply customer health insights to maximize achievement of customer outcomes • Introduce customers to appropriate best practices and success enablers throughout the Velsera Customer Journey • Create playbooks, solutions, best practices, and shared assets to improve customer effectiveness and efficiency • Provide guidance on new feature availability and applicability, including deprecation or end-of-life information • Advocate for customers in product road-mapping and account planning • Monitor customer sentiment and manage account escalations using a risk-based approach • Measure and monitor customer achievement of performance indicators • Report internally to Velsera account stakeholders and externally to customer sponsors and executives • Identify, qualify, and support additional business cases to expand Velsera usage • Execute upsell and expansion opportunities with existing customers • Manage the customer renewal cycle from initial approach through contracting to ensure revenue retention

🎯 Requirements

• Extensive experience in customer-facing technical sales or technical delivery roles, such as pre-sales or consulting • Experience preferably in the clinical diagnostics or life science software industry • Strong relationship-building skills with customers and internal partners • Familiarity with outcome-based approaches to helping customers articulate and deliver objectives • Ability to manage, prioritize, and coordinate activities across multiple accounts with diverse needs • Strong written and verbal communication skills, with ability to tailor messages to different audiences • Ability to work collaboratively across teams and balance multiple priorities • Organized, detail-oriented, and proactive • Willingness to ask questions and learn • Ability to thrive in a fast-paced, collaborative, and sometimes ambiguous environment • Scientific background, specifically in genomics, preferable • Clinical laboratory experience a plus, especially with Next Generation Sequencing

🏖️ Benefits

• Collaborative and supportive environments • Flexible working practices • Mental, emotional, and physical health support • Inclusive and diverse team environment • Opportunities to learn and build connections with colleagues • Equal opportunity employment regardless of protected characteristics