Verily

Customer Success Manager

Verily

full-time

Posted on:

Location Type: Hybrid

Location: San Bruno • California, Massachusetts • 🇺🇸 United States

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Salary

💰 $124,000 - $176,000 per year

Job Level

SeniorLead

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Success ManagementData AnalysisAccount ManagementRenewal ManagementRisk MitigationSuccess PlanningCustomer Health MetricsNPSCSATTime-to-Value
Soft skills
Interpersonal SkillsCommunication SkillsCollaborationDetail-orientedOrganizational SkillsPresentation SkillsRelationship ManagementAccountabilityWork EthicSense of Urgency