Customer Success Manager (Strategic Growth Accounts) #4627

GRAIL is a healthcare company dedicated to early cancer detection, leveraging innovative technologies and a multi-disciplinary approach. The Customer Success Manager will build strategic partnerships with key accounts, ensuring effective onboarding and long-term growth strategies while driving revenue and retention.

Responsibilities:

• Serve as the primary post-sale relationship owner, translating account strategy into execution, adoption, and sustained value realization across provider networks and digital health partnerships
• Own and deliver revenue and growth targets across assigned Digital Health and key provider accounts
• Represent GRAIL at industry meetings, customer events, and conferences, as needed
• Support sales process on operation and implementation deployment strategies to align on contracting needs (ex: act as a SME for events, integrations, etc.)
• Develop strong executive-level and operational partnerships that position GRAIL as a trusted long-term strategic partner
• Stay current on evolving wellness, longevity, and preventive care trends relevant to partner needs and strategies
• Lead customer onboarding and implementation for middle-tier accounts, ensuring a smooth, timely, and well-communicated launch
• Translate account strategy into practical workflows, activation plans, and partner-ready execution
• Coordinate cross-functional teams—including Operations, Medical, Product, Legal, Security, Customer Service, Billing, Lab Logistics, Data, etc. —to ensure delivery excellence and continuous improvement
• Build scalable processes to manage large, multi-regional accounts with varying workflows and stakeholder groups
• Advocate for customer needs internally, influencing product enhancements, operational improvements, and data-driven decision-making
• Demonstrate strong working knowledge of GRAIL’s internal systems and tools (e.g., Asana, Salesforce, LIMS, GSP, Qualtrics, Xfin) to support efficient account execution
• Partner with the Key Account Manager to lead strategic business reviews (monthly, quarterly, or annual, depending on partner) and present insights, outcomes, and recommendations to senior external stakeholders
• Monitor account health, performance metrics, and utilization; proactively identify risks, opportunities, and emerging needs
• Design and execute partner-specific activation programs and engagement initiatives that drive adoption, engagement, and measurable value
• Maintain accurate forecasting, documentation, and activity tracking within CRM and internal systems
• Collaborate closely with the Key Account Manager to jointly manage account strategy, engagement, and growth objectives
• Partner with the Key Account Manager to identify upsell, cross-sell, and expansion opportunities across complex provider and digital health ecosystems
• Support contract renewals through a value-centric approach that reinforces long-term partnership commitments while driving volume growth

Requirements:

• BS/BA + 8+ years work experience or Master's + 6+ years
• 3+ years of experience in customer success, relationship management, or client partnerships
• Travel up to 30% for provider meetings and internal team engagements
• Proven success managing large accounts with complex stakeholder ecosystems
• An understanding of provider channel operations, concierge medicine, digital health platforms, or multi-site healthcare delivery models
• Ability to collaborate effectively cross-functionally in a fast-growing environment with frequent change
• Experience escalating issues effectively and mobilizing cross-functional teams to drive resolution
• Ability to articulate a clear, compelling narrative around clinical value, operational impact, and GRAIL's mission