Verifiable

Customer Success Manager

• Partner with sales and implementation to support smooth onboarding, ongoing training, and adoption of contracted functionality for each account.
• Form deep relationships with customers, serve as a trusted advisor, and ensure ongoing success, engagement, and strategic conversations with key stakeholders and decision makers.
• Develop Verifiable product expertise to build credibility and add value for customers.
• Conduct regular touchbases and quarterly business reviews across your accounts to ensure retention and strategic alignment between Verifiable and our customers. Identify upsell and expansion opportunities by understanding customer goals and aligning them with new product features or services.
• Drive commercial negotiations with customers and internal legal and finance teams to efficiently and symbiotically close deals and restructure contracts.
• Drive a feedback loop with cross-functional teams by gathering and synthesizing customer inputs to inform product development and prioritize roadmap enhancements.
• Support accounts with custom reporting needs outside of the standard product.
• Monitor account health and proactively resolve and escalate issues to reduce churn.
• Maintain CRM hygiene, ensuring account records and documentation are up to date.
• Pursue ongoing healthcare industry and CRM platform education and training.
• Contribute to team-wide initiatives to make Verifiable a great place to work and drive Customer Success department efficiencies.

Engineer

• Own and resolve post-go-live technical requests from customers, including configuration updates, data imports, and managed service tasks, with a focus on timely resolution and high customer satisfaction.
• Collaborate with CSMs and the Support team to triage and manage technical escalations from live customers.
• Work closely with Product and Engineering to support customer rollouts of new features and managed package upgrades.
• Track and log time against customer requests, ensuring transparency in effort and accurate scoping.
• Translate customer needs into defined technical requirements and solution designs.
• Draft, scope, and refine customer-facing Statements of Work (SOWs) for new or expanded post-go-live servicesDeliver configuration updates in Salesforce, including objects, fields, flows, layouts, reports, dashboards, and permission sets.
• Maintain documentation and best practices to support recurring or common post-go-live needs.
• Participate in planning and stand-ups to track deadlines, progress, and scope changes for ongoing work.
• Identify opportunities to improve customer outcomes through better configuration, automation, and data structure.

Customer Success Manager

Support and Services Engineer