Customer Success Manager, Site Research

Job Description:

• Manage the post-sales relationship with an assigned portfolio of Verily Viewpoint Site CTMS customers
• Drive successful onboarding and training of new users and stakeholders
• Increase product adoption and proactively monitor customer health
• Foster long-term retention and identify opportunities for growth
• Execute customer renewals and contract discussions
• Develop relationships with executive sponsors, operational leaders, and end users as a trusted advisor
• Understand customer business objectives and help maximize the value of Verily Viewpoint Site CTMS
• Partner with Sales, Product, Engineering, Support, and Learning teams to advocate for customer needs, resolve challenges, and deliver an exceptional customer experience
• Conduct regular business reviews and tailored account planning
• Lead implementation, end-user training, and adoption planning
• Manage the end-to-end renewal process, contract negotiations, expansion opportunities, and renewal forecasting
• Route customer feedback, resolve escalations, and validate new feature functionality
• Monitor customer health metrics, including usage data, support tickets, and protocol volume
• Maintain accurate CRM documentation and playbooks

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

Benefits:

• Bonus
• Equity
• Benefits