Customer Success Manager, Site Research

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the post-sales relationship with a designated portfolio of Verily Viewpoint Site CTMS clients.

• Facilitate successful onboarding and training sessions for new users and stakeholders.

• Enhance product usage and proactively assess customer health metrics.

• Cultivate long-term customer retention and pinpoint opportunities for expansion.

• Manage customer renewals and negotiate contracts effectively.

• Build relationships with executive sponsors, operational leaders, and end users as a trusted consultant.

• Comprehend customer business goals and help optimize the value derived from Verily Viewpoint Site CTMS.

• Collaborate with Sales, Product, Engineering, Support, and Learning teams to champion customer needs, tackle challenges, and ensure a superior customer experience.

• Conduct regular business reviews and customize account planning.

• Lead the implementation process, end-user training, and strategies for adoption.

• Oversee the complete renewal process, including contract negotiations, expansion opportunities, and renewal forecasting.

• Channel customer feedback, address escalations, and confirm new feature capabilities.

• Track customer health metrics, including usage statistics, support requests, and protocol volume.

• Ensure precise CRM documentation and maintain playbooks.

⛳️ Requirements

• Bachelor’s degree or an equivalent mix of education and relevant experience.

• Over 3 years of experience in Customer Success, Account Management, Client Services, Clinical Research, or Healthcare Technology.

• Proven success in managing customer relationships, engaging with executive and operational stakeholders, and driving retention and contract renewals.

• Outstanding communication, presentation, problem-solving, and cross-functional organizational abilities.

• Demonstrated capability to juggle multiple priorities and accounts concurrently in a dynamic environment.

• Experience with SaaS, healthcare technology, clinical research operations, site workflows, or Clinical Trial Management Systems (CTMS) is preferred.

• Background in supporting enterprise healthcare organizations, Integrated Delivery Networks (IDNs), or Academic Medical Centers (AMCs) is preferred.

• Practical experience with contract negotiations, pricing exceptions, deal desk processes, and renewal forecasting is preferred.

• Familiarity with customer health metrics, structured account planning methodologies, and proactive adoption strategies is preferred.

• Must not require employer-sponsored work authorization for employment in the United States, now or in the future.

🏝️ Benefits

• Bonus

• Equity

• Benefits