Customer Success Manager

Velsera; Northern (KY); Hybrid; USD 95,000 - 130,000; Full time

Job summary

Velsera is seeking a Customer Success Manager to drive value for strategic accounts by acting as a trusted advisor across the customer journey. You will build success plans, promote best practices, and collaborate with cross-functional teams to ensure outcomes are achieved.

You will advocate for customers internally, monitor health, and identify opportunities for expansion while guiding renewals and retention in a fast-paced, collaborative environment.

Qualifications

• Extensive experience in customer-facing technical sales or technical delivery roles.
• Strong relationship-building with customers and internal partners.
• Familiarity with outcome-based approaches.
• Ability to manage multiple accounts with diverse needs.
• Excellent written and verbal communication; adaptable.
• Comfort collaborating across teams.
• Organized, proactive, and curious.
• Scientific background in genomics preferred.
• Clinical laboratory experience a plus, especially NGS.

Responsibilities

• Establish trusted/advisor relationship with each assigned customer and drive continued value of Velsera solutions.
• Build Customer Success Plans with outcomes and KPIs; monitor health to maximize achievement.
• Introduce best practices and enablers for success at each stage of the Velsera journey.
• Identify need for and create playbooks, solutions, and assets to improve customer effectiveness.
• Provide insights on new features and deprecations to customers.
• Act as a customer advocate in product road-mapping and account planning.
• Monitor customer sentiment and manage account escalations.
• Measure and report KPIs to stakeholders and identify opportunities to expand usage.
• Identify opportunities for upsell and expansions; manage renewal cycle.

Skills

Customer-facing sales

Relationship-building

Outcome-based approach

Cross-functional collaboration

Communication skills

Strategic advisor

Account management

Genomics background

Clinical labs experience

Job description

Overview

The Customer Success Manager is the most critical role in ensuring thatVelsera’smost strategically importantCustomer’sachieve their expected outcomes with Velsera-based solutions. Theyare responsible forarangeof strategic accounts, working as a core member of theclinical business unit,and taking responsibility for all aspects ofidentifyingand addressing needs for customerstobe successful.

Key Responsibilities

Strategic Advisory:

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of Velsera solution and services

• Work with customers to build Customer Success Plans,establishingcritical outcomes, and key performance indicators then apply a deep understanding of Customer Health to maximize their achievement

Solution Expertise:

• Assistcustomers by introducing them to the mostappropriate bestpractices and other enablers for success at each stage of the Velsera Customer Journey

• Identifythe need for and create playbooks, solutions, bestpracticesand other shared assets, to improve customer effectiveness and efficiency

• Provide insights to customers with respect to the availability and applicability of new features (or deprecation/EOL of the same)

Customer Advocacy:

• Act as a customer advocate in all internal Velsera activities, including product road-mapping, and account planning

• Take a risk-based approach to monitoring customer sentiment and managing account escalations

Technical Account Management:

• Measure andmonitorcustomers’ achievement of critical and key performance indicators, reporting both internally to Velsera account stakeholders and externally to Customer Sponsors and Executives

• Identify,qualifyand support the positioning ofadditionalbusiness cases to expand Velsera usage within the customer organization

Commercial Account Management:

• Identifyingand executing on opportunities for upsell and expansions with our existing customer base

• Manage customer renewal cycle frominitialapproach through contracting to ensure revenue retention

Experience

• Extensiveexperience in customer-facing technical sales or technical delivery roles (e.g.pre-sales, consulting), preferably in the clinical diagnostics or life science software industry.

• Strong relationship-building skills, both directly with customers and with Velsera internal partners

• Familiarity with outcome-based approaches to helping customers articulate and deliver their objectives

• Agility in being able to manage, prioritize and co-ordinate activities across a group of accounts, having diverse needs

• Strong written and verbal communication skills, with the ability to tailor messages to different audiences

• Comfort working collaboratively across teams and learning to balance multiple priorities

• Organized, detail-oriented, and proactive, with a willingness to ask questions and learn

• Ability to thrive in a fast-paced, collaborative, and sometimes ambiguous environment

• Scientific background, specifically in genomics, is preferable

• Clinical laboratory experience a plus, especially with Next Generation Sequencing

Ourcorevalues

People first.We createcollaborativeandsupportiveenvironments byoperatingwithrespectandflexibilityto promotemental,emotionalandphysicalhealth.Wepracticeempathybytreatingothersthewaytheywantto be treated andassuming positive intent. Weare proud of our inclusivediverseteamandhumbleourselvesto learn about and build ourconnectionwith each other.

Patientfocused.Weactwithswiftdeterminationwithoutsacrificingourexpectationsofquality.Wearedrivenby providing exceptional solutions for ourcustomersto positivelyimpactpatient lives. Considering what is at stake, wechallengeourselves to develop the best solution, not just the easy one.

Integrity.We hold ourselvesaccountableand strive fortransparent communicationto buildtrustamongst ourselves andourcustomers.Wetakeownership ofourresultsas weknowwhatwedo matters and collectivelywewillchangethehealthcareindustry.Wearethoughtfulandintentionalwitheverycustomerinteractionunderstanding the overall impact on human health.

Curious.Weaskquestionsandactivelylisteninordertolearnandcontinuouslyimprove.Weembracechangeand the opportunities it presents to make each other better. We strive to be on thecutting edgeof science and technologyinnovationby encouragingcreativity.

Impactful.Wetakeoursocialresponsibilitywiththeseriousnessitdeservesandholdourselvesto ahighstandard. We improve oursustainabilityby encouraging discussion andtaking actionas it relates to our natural,socialand economic resource footprint. Weare devoted to ourhumanitarianmission and look for new ways to make the world a better place.

VelseraisanEqualOpportunityEmployer

Velseraisproudtobeanequalopportunityemployercommittedtoprovidingemployment opportunityregardlessofsex, race, creed, color, gender, religion,maritalstatus, domestic partner status, age, nationaloriginor ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information