Head of User Success & Account Management

Verily•Dallas, TX

12d

About The Position

Verily is seeking a visionary and results-oriented Head of User Success & Account Management to lead our post-sales customer-facing organization. Reporting to the Chief Commercial Officer, you will be responsible for the strategy, execution, and continuous improvement of our customer success and solutions delivery functions globally. This pivotal role will oversee the Account Management and User Success teams, ensuring exceptional customer and user experiences, driving customer and user retention and growth, and maximizing the value customers and their users realize from Verily's innovative solutions. You will be a key member of the leadership team, contributing to the overall commercial strategy and fostering a customer-centric culture across the organization.

Requirements

Bachelor's degree in a relevant field (e.g., Business Administration, Healthcare Management, Life Sciences).
15+ years of progressive experience in customer success, account management, solutions delivery, or a related field within the technology or healthcare industry.
10+ years of experience leading and managing customer-facing teams, including senior-level managers.
Proven track record of developing and executing successful customer success strategies that drive customer retention, growth, and satisfaction.
Strong understanding of SaaS business models and customer lifecycle management.
Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders 1 at all levels.
Demonstrated ability to analyze data, identify trends, and develop data-driven strategies and recommendations.
Experience managing budgets and resources effectively.
Qualified applicants must not require employer sponsored work authorization now or in the future for employment in the United States.

Nice To Haves

Advanced degree (e.g., MBA, Master's).
Experience in the life sciences, healthcare, or digital health space.
Experience working with enterprise customers and complex solutions.
Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight).
Strong understanding of project management methodologies.
Experience implementing and scaling customer success programs in a rapidly growing organization.
Demonstrated ability to influence and drive change across organizational boundaries.

Responsibilities

Strategic Leadership: Develop and implement a comprehensive customer success and solutions delivery strategy aligned with Verily’s business objectives and growth targets. Define key performance indicators (KPIs) and establish clear goals for each team.
Team Leadership and Development: Provide strong leadership, coaching, and mentorship to the Account Management and User Success teams. Foster a collaborative, high-performance culture focused on customer satisfaction and achieving measurable outcomes.
Customer Journey Optimization: Map and optimize the end-to-end customer journey, identifying opportunities to enhance engagement, drive adoption, and ensure customer value realization.
Account Management Excellence: Oversee the development and execution of strategic account plans to nurture strong relationships with key customers, drive renewals, identify expansion opportunities, and ensure customer satisfaction.
User Success and Adoption: Champion the development and delivery of effective onboarding, training, and ongoing support programs to maximize user adoption, engagement, and overall success with Verily’s products and services. Effectively manage and optimize a large onshore/offshore call center support vendor.
Cross-functional Collaboration: Collaborate closely with Sales, Product, Engineering, Marketing, and other internal teams to ensure a seamless customer experience, provide customer feedback to inform product development, and align on go-to-market strategies.
Performance Monitoring and Reporting: Establish and monitor key metrics related to customer satisfaction, retention, adoption, and value realization. Provide regular reports and insights to Verily's leadership team.
Process Improvement and Innovation: Continuously evaluate and improve customer success and solutions delivery processes, leveraging best practices and innovative AI-first approaches to enhance efficiency and effectiveness.
Budget Management: Manage the budget for the Customer Success and Solutions Delivery organization, ensuring resources are allocated effectively to achieve strategic objectives.
Risk Management and Escalation: Proactively identify and mitigate potential risks to customer success, and effectively manage customer escalations to resolution.