Customer Success Manager, Site Research

Verily

. Manage the post-sales relationship with an assigned portfolio of Verily Viewpoint Site CTMS customers .

Posted 10/13/2026full-timeRemote • United StatesMid-LevelSenior💰 $90,000 - $136,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, with a strong focus on driving customer retention, contract renewals, and maximizing the value of Clinical Trial Management Systems (CTMS). Proven ability to engage with executive stakeholders and manage multiple accounts while delivering exceptional customer experiences.

Highest-signal resume keywords

Customer Success ManagementContract NegotiationSaaS ExperienceClinical Trial Management Systems (CTMS)Customer Health Metrics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementCustomer Relationship ManagementRenewal ForecastingOnboarding and TrainingStructured Account Planning

Soft Skills

Exceptional CommunicationProblem-SolvingCross-Functional CollaborationOrganizational Skills

Tools & Technologies

CRM DocumentationCustomer Health Monitoring Tools

Industry Keywords

Healthcare TechnologyClinical Research OperationsIntegrated Delivery Networks (IDNs)Academic Medical Centers (AMCs)

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Bonus
Equity
Benefits