DescriptionAs a Customer Success Manager (CSM) you are responsible for managing the post-sales relationship with an assigned portfolio of Verily Viewpoint Site CTMS customers. This role is focused on driving successful onboarding and training of new users and stakeholders, increasing product adoption, proactively monitoring customer health, fostering long-term retention, identifying opportunities for growth, and executing customer renewals and contract discussions.
You will develop strong relationships with executive sponsors, operational leaders, and end users to become a trusted advisor. This will allow you to understand their business objectives and help them maximize the value of their investment in Verily Viewpoint Site CTMS. You will partner cross-functionally with Sales, Product, Engineering, Support, and Learning teams to advocate for customer needs, resolve challenges, and deliver an exceptional customer experience.
The Customer Success Manager is accountable for the revenue retention and growth of their portfolio of Viewpoint Site CTMS customers.
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.
QualificationsMinimum Qualifications
- 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.
Preferred Qualifications
- 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.
Qualified applicants must not require employer sponsored work authorization now or in the future for employment in the United States.
The US base salary range for this full-time position is $90,000 - $136,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
