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