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Customer Success Manager

1 month, 1 week ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
Velsera

Velsera

Velsera provides AI-enhanced software and expert services for clinical genomics implementation, focusing on multimodal data analysis, IVD validation, clinical NGS reporting, and drug discovery workflows to support the advancement of precision medicine.

Pharmaceuticals
251-1K
Founded 2023
View All Jobs 8

Description

  • Establish trusted advisor relationships with assigned customers and drive ongoing value from Velsera solutions and services.
  • Build customer success plans with defined outcomes and key performance indicators, and track customer health to improve goal attainment.
  • Introduce customers to best practices and other resources that support success throughout the Velsera customer journey.
  • Create playbooks, solutions, best practices, and shared assets to improve customer effectiveness and efficiency.
  • Advise customers on new features, as well as feature deprecations and end-of-life changes.
  • Represent the customer internally in product roadmapping, account planning, and other Velsera activities.
  • Monitor customer sentiment and manage account escalations using a risk-based approach.
  • Measure and report customer performance against critical KPIs to internal stakeholders and customer executives.
  • Identify and support new business cases to expand Velsera usage within customer organizations.
  • Manage renewal cycles from initial outreach through contracting to support revenue retention and identify upsell opportunities.

Requirements

  • Extensive experience in customer-facing technical sales or technical delivery roles, such as pre-sales or consulting.
  • Preferred experience in the clinical diagnostics or life science software industry.
  • Strong relationship-building skills with both customers and internal partners.
  • Familiarity with outcome-based approaches to helping customers define and achieve objectives.
  • Ability to prioritize and coordinate activities across a diverse portfolio of accounts.
  • Strong written and verbal communication skills with the ability to tailor messages to different audiences.
  • Comfort working collaboratively across teams and balancing multiple priorities.
  • Organized, detail-oriented, proactive, and willing to ask questions and learn.
  • Ability to thrive in a fast-paced, collaborative, and sometimes ambiguous environment.
  • Scientific background in genomics is preferable; clinical laboratory experience is a plus, especially with Next Generation Sequencing.

Benefits

  • Supportive, flexible, people-first work environment focused on mental, emotional, and physical health.
  • Inclusive and diverse team culture with an emphasis on empathy and mutual respect.
  • Mission-driven work focused on improving patient outcomes and human health.
  • Strong commitment to integrity, transparency, and ownership.
  • Opportunity to work on cutting-edge science and technology innovation.
  • Equal Opportunity Employer status with broad non-discrimination protections.

Interested in this position?

Apply directly on the company website

Apply Now

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