Strategic CSM, Site CTMS & Adoption

Verily Health; United States; On-site; USD 90,000 - 136,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Verily Health is seeking a Customer Success Manager to own post-sales relationships across a portfolio of Verily Viewpoint Site CTMS customers, driving onboarding and training of new users and stakeholders, increasing product adoption, and proactively monitoring customer health.

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, with accountability

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.

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.

Skills

Communication

Executive stakeholder management

Onboarding & training

Renewals & retention

Cross-functional collaboration

Education

Bachelor's degree or equivalent combination of education and relevant experience

Job description

Verily Health is seeking a Customer Success Manager to own post-sales relationships across a portfolio of Verily Viewpoint Site CTMS customers, driving onboarding and training of new users and stakeholders, increasing product adoption, and proactively monitoring customer health.

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, with accountability