Customer Success Manager, Site Research

Verily Health is hiring a Customer Success Manager to manage post-sales relationships with Verily Viewpoint Site CTMS customers. The role leads onboarding, training, adoption, retention, renewals, and account growth while partnering across teams to address customer needs.

Responsibilities:

• Relationship Management & Strategic Alignment: Serve as the primary trusted advisor across account portfolios, conducting regular business reviews and tailored account planning to align product value with executive and operational goals
• Onboarding & Adoption: Lead implementation, end-user training, and adoption planning by mapping customer trial workflows to Verily Viewpoint Site CTMS capabilities and best practices
• Retention & Renewals: Accountable for portfolio retention and revenue growth by managing the end-to-end renewal process, contract negotiations (partnering with Legal/Finance), and expansion opportunities
• Cross-Functional Advocacy: Serve as the voice of the customer internally—partnering with Sales, Product, Engineering, and Support to route feedback, resolve escalations, and validate new feature functionality
• Account Health & Operations: Proactively monitor customer health metrics (usage data, support tickets, protocol volume) and maintain accurate CRM documentation, playbooks, and renewal forecasting

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
• Qualified applicants must not require employer sponsored work authorization now or in the future for employment in the United States
• Domain Expertise: Experience with SaaS, healthcare technology, clinical research operations, site workflows, or Clinical Trial Management Systems (CTMS)
• Enterprise Focus: Experience supporting enterprise healthcare organizations, Integrated Delivery Networks (IDNs), or Academic Medical Centers (AMCs)
• Commercial Acumen: Hands-on experience with contract negotiation, pricing exceptions, deal desk processes, and renewal forecasting
• Customer Success Methodologies: Familiarity with customer health metrics, structured account planning methodologies, and proactive adoption strategies