Customer Success Manager, Site Research

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $136k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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Verily

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

💼 Consulting

🏥 Healthcare

🤖 Artificial Intelligence

Consulting • Healthcare • Artificial Intelligence

Verily is an AI-native precision health platform that develops and deploys clinical and research-focused software and AI models to make healthcare more predictive, preventive, and precise. Its offerings include consumer-facing tools like Verily Me for personalized health guidance and clinician support, care solutions that personalize member engagement and goal-setting, and research products that curate and standardize multimodal clinical and real-world data (FHIR-native) to accelerate trials and insights. The company emphasizes clinical and regulatory safety in building AI for care and research workflows.

📋 Description

• Manage the post-sales relationship with an assigned portfolio of Verily Viewpoint Site CTMS customers • Drive successful onboarding and training of new users and stakeholders • Increase product adoption and proactively monitor customer health • Foster long-term retention and identify opportunities for growth • Execute customer renewals and contract discussions • Develop relationships with executive sponsors, operational leaders, and end users as a trusted advisor • Understand customer business objectives and help maximize the value of Verily Viewpoint Site CTMS • Partner with Sales, Product, Engineering, Support, and Learning teams to advocate for customer needs, resolve challenges, and deliver an exceptional customer experience • Conduct regular business reviews and tailored account planning • Lead implementation, end-user training, and adoption planning • Manage the end-to-end renewal process, contract negotiations, expansion opportunities, and renewal forecasting • Route customer feedback, resolve escalations, and validate new feature functionality • Monitor customer health metrics, including usage data, support tickets, and protocol volume • Maintain accurate CRM documentation and playbooks

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience • 3+ years of experience in Customer Success, Account Management, Client Services, Clinical Research, or Healthcare Technology • Proven track record managing customer relationships, engaging executive and operational stakeholders, and driving retention and contract renewals • Exceptional communication, presentation, problem-solving, and cross-functional organizational skills • Demonstrated ability to manage multiple priorities and accounts simultaneously in a fast-paced environment • Experience with SaaS, healthcare technology, clinical research operations, site workflows, or Clinical Trial Management Systems (CTMS) preferred • Experience supporting enterprise healthcare organizations, Integrated Delivery Networks (IDNs), or Academic Medical Centers (AMCs) preferred • Hands-on experience with contract negotiation, pricing exceptions, deal desk processes, and renewal forecasting preferred • Familiarity with customer health metrics, structured account planning methodologies, and proactive adoption strategies preferred • Must not require employer-sponsored work authorization now or in the future for employment in the United States

🏖️ Benefits

• Bonus • Equity • Benefits