Client Success Manager

Summary

Join GRAIL, a healthcare company pioneering early cancer detection technologies, as a Client Success Manager overseeing enterprise customer accounts. You will establish standard workflows, nurture accounts, and act as a strategic advisor to clients. This role requires strong relationship-building, cross-functional collaboration, and problem-solving skills. You will deliver key client deliverables, monitor customer health, and communicate effectively with internal and external stakeholders. The position offers the opportunity to drive meaningful change and is remote-based within the US. The ideal candidate will have a proven track record in client success and a deep understanding of the healthcare industry.

Responsibilities

• Serve as the GRAIL quarterback for a pool of customers, owning and maintaining strong relationships with enterprise customers
• Establish professional relationships and trusted advisor status with client contacts and leaders
• Lead internal cross-functional efforts to deliver an effective program, including collaboration with the sales team, operations, legal, finance, marketing, business development, product management, and implementation
• Develop and deliver key client deliverables including program operational success metrics, quarterly outcomes reports, analysis and recommendations for additional areas for growth and development
• Monitor customer health, highlighting risks and opportunities that need executive oversight and resolution; prepare quarterly partner updates for senior leadership both within GRAIL and the partner organizations
• Communicate professionally with HR benefit leaders; anticipate customer needs and correspond proactively

Preferred Qualifications

• Preferred Bachelor's Degree and 8 years’ work experience
• Proven account manager with a demonstrated track record of success and at least 3 years experience in client success/account management / account sales management roles related to healthcare and/or benefits
• Strong written and verbal communication and be comfortable in operations
• Strong track record in stakeholder management, both internally and externally
• Demonstrated ability/flexibility to work cross functionally in a fast-growing company where face-paced change is the norm
• Project and time management experience: ability to multitask and prioritize to manage multiple projects simultaneously
• Leadership engagement and ability to escalate concerns effectively, organize description of the issue and ID team members to involve for a solution
• Architecting a clear narrative around value delivery to the customer, the GRAIL platform, and the importance of GRAIL’s mission
• A proven track record of working effectively in a product and customer-first technology company with rapid change and growth
• Strong internal collaboration skills to effectively work across nearly every team at GRAIL
• Up to 20% travel required for customer account meetings and other team meetings

Benefits

• Flexible time-off
• A 401k with a company match
• Medical, dental, vision plans
• Carefully selected mindfulness offerings