Strategic 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

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.