Customer Success Manager, Site Research
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Job Description
Customer Success Manager managing relationships, adoption, retention, and renewals for Verily Health’s clinical trial management platform. Supporting healthcare and clinical research customers remotely across the United States.
Responsibilities:
- 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
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