Customer Success Manager, Workbench

About the role

Verily is a subsidiary of Alphabet dedicated to improving health through data-driven approaches. Launched from Google X in 2015, our mission is to make precision health accessible to everyone. We leverage various data sources, including clinical, social, behavioral, and real-world data, to provide personalized health solutions. Our team combines technology, data science, and healthcare expertise to enhance health outcomes across the industry.

Responsibilities

• Develop, maintain, and build trust with key client executives and stakeholders to understand strategic goals and achieve defined outcomes.
• Manage day-to-day client interactions, including preparing for and leading meetings, reporting, and handling ad hoc requests.
• Create and implement detailed success plans that align with customer objectives and organizational structures.
• Secure renewals and explore new revenue opportunities to meet annual targets.
• Drive the resolution of client issues and risks, ensuring timely and effective mitigation.
• Track and report on key Customer Success metrics such as Net Promoter Score (NRR), Time-to-Value, Net Promoter System (NPS)/Customer Satisfaction (CSAT), and Customer Health.

Qualifications

• Minimum 10+ years of experience managing client relationships as a Customer Success Manager (CSM) or similar role, with a proven track record of success.
• At least 5+ years of experience managing high-value, complex, and strategic partnership accounts.
• Highly customer-centric, with excellent interpersonal skills for communication and collaboration across all levels.
• Data-driven, organized, and detail-oriented, with strong written and oral presentation skills.
• Accountable, with a strong work ethic, sense of urgency, and the ability to work independently and collaboratively.

Preferred Qualifications

• Experience working with federal or state government agencies, or related public sector experience.
• Experience with laboratory operations and/or diagnostics.

Pay

The US base salary range for this full-time position is $110,000 - $165,000 + bonus + benefits. Salary ranges are determined by role, level, and location. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.