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Customer Success Manager at Velsera. Overview . The Customer Success Manager is the most critical role in ensuring that Velsera’s most strategically important Customer’s achieve their expected outcomes with Velsera-based solutions. They are responsible for a range of strategic accounts, working as a core member of the clinical business unit, and taking responsibility for all aspects of identifying and addressing needs for customers to be successful.  . Key Responsibilities.  . Strategic Advisory: . Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of Velsera solution and services  . Work with customers to build Customer Success Plans, establishing critical outcomes, and key performance indicators then apply a deep understanding of Customer Health to maximize their achievement  . Solution Expertise: . Assist customers by introducing them to the most appropriate best practices and other enablers for success at each stage of the Velsera Customer Journey  . Identify the need for and create playbooks, solutions, best practices and other shared assets, to improve customer effectiveness and efficiency  . Provide insights to customers with respect to the availability and applicability of new features (or deprecation/EOL of the same) . Customer Advocacy: . Act as a customer advocate in all internal Velsera activities, including product road-mapping, and account planning  . Take a risk-based approach to monitoring customer sentiment and managing account escalations  . Technical Account Management: . Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to Velsera account stakeholders and externally to Customer Sponsors and Executives . Identify, qualify and support the positioning of additional business cases to expand Velsera usage within the customer organization  . Commercial Account Management: . Identifying and executing on opportunities for upsell and expansions with our existing customer base . Manage customer renewal cycle from initial approach through contracting to ensure revenue retention . Experience . Extensive experience in customer-facing technical sales or technical delivery roles (e.g. pre-sales, consulting), preferably in the clinical diagnostics or life science software industry.  . Strong relationship-building skills, both directly with customers and with Velsera internal partners . Familiarity with outcome-based approaches to helping customers articulate and deliver their objectives  . Agility in being able to manage, prioritize and co-ordinate activities across a group of accounts, having diverse needs  . Strong written and verbal communication skills, with the ability to tailor messages to different audiences . Comfort working collaboratively across teams and learning to balance multiple priorities  . Organized, detail-oriented, and proactive, with a willingness to ask questions and learn  . Ability to thrive in a fast-paced, collaborative, and sometimes ambiguous environment  . Scientific background, specifically in genomics, is preferable . Clinical laboratory experience a plus, especially with Next Generation Sequencing . Company Location: United States.