Customer Success Manager focused on driving customer success outcomes by assisting Account Managers. Supporting quoting, training for Sales Reps, and managing customer relationships.
About the role
- Customer Success Manager in Life Science & MedTech sector with Verily. Developing relationships, driving product adoption, and securing renewals for key accounts.
Responsibilities
- Develop, maintain, and build upon foundational relationships with key customer stakeholders to enable quality solution delivery and customer health
- 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
Requirements
- 10+ years of experience managing a book of existing clients as a Customer Success Manager (CSM) or similar role
- 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
- Excellent interpersonal skills for efficient communication and collaboration across all internal and external levels
- Data-driven, highly organized, and detail-oriented
- Effective written and oral presentation skills and strong relationship management abilities
- Must be accountable, possess a strong work ethic, a sense of urgency and ownership
- Demonstrate the ability to work effectively both independently and collaboratively to achieve results without formal authority
- 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.
Benefits
- flexibility
- resources
- competitive benefits
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