GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. GRAIL, LLC is a wholly-owned subsidiary of Illumina, Inc. (NASDAQ:ILMN). For more information, please visit www.grail.com.

The Vice President of Customer Success reports to the SVP of Enterprise Partnerships and will lead a team of Customer Success managers to maintain and develop the business relationships with our new and existing client base, including healthcare providers, self-insured employers and third-party partners. The VP of Customer Success, together with their team, will use data and develop systems to analyze and measure key performance metrics across the client experience and lifecycle to ensure our strategies and programs are driving adoption of GRAIL’s multi-cancer early detection (MCED) test, Galleri. Working across the business, the VP, Customer Success will ensure cross-functional collaboration with Implementation, Sales, Clinical, Marketing, Product, and Finance, aligning with GRAIL’s overarching go-to market and strategy to ensure we support both new and existing customers across the lifecycle journey. 

Your Will:

• Drive continuous improvement around supporting the team owning the overall customer experience and managing the customer relationship post-implementation
• Responsibility for driving best practices around cross-sell and up-sell activity to expand relationships with current customers, a key growth pillar
• Responsibility for communication of value delivered both clinically and financially as part of broader customer-based initiatives within the organization
• Coach the team on a consistent basis around exhibiting the necessary behaviors to be successful in the role
• Optimize customer facing content in collaboration with marketing to ensure optimal value is delivered
• Balance your role as a customer advocate and strong representative of GRAIL with minimal supervision
• Team Leadership: Responsible for the overall culture and sentiment of your organization. You will encourage and support the development of your team. This includes, but is not limited to, selecting talent, development of the team, and driving a positive and collaborative culture that values teamwork and results.
• Reporting: Define, create, and use reporting and predictive analytics to understand and manage the business.
• Financial Oversight: Responsible for the financial integrity of the Customer Success department; expense management, budget changes, approval of transactions, etc.
• Internal & External Executive Communication: Provide key updates and presentations to the executive leadership team, deliver key strategic business reviews with key stakeholders, and provide executive level communication and engagement.
• Thought Leadership: Bring your experience and focus to drive continuous improvement and excellence in our client onboarding and lifecycle management resulting in industry leading client satisfaction and revenue growth throughout our customer base.
• Planning: You will help us plan for the future and develop team growth goals including hiring, structure, OKR setting, and workflow process to support our rapid growth plans.
• ~30% travel

Your Background Should Include:

• BS/BA degree required
• 10 + years of leadership experience in Customer Success, Account Management, CS Operations, Customer Support, etc., preferably within an enterprise environment and at scale 
• Experienced in strategy development and strategic planning, including regular interface with executive teams and the board
• Demonstrated success at building highly functioning CSM / Support teams and establishing process and procedure to ensure excellence
• Strong empathy for customers AND passion for revenue and growth
• Strong executive presence and ability to influence customer leadership
• Background leveraging data and analytics in decision making
• Experience using/integrating a CSM Technology platform (e.g., Gainsight) into the rhythm of the business
• Experience working with cross functional teams and in a matrix environment to achieve company objectives
• Experience working in healthcare or healthtech a plus

GRAIL is an Equal Employment Office and Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Following extensive monitoring, research, consideration of business implications, and advice from internal and external experts, GRAIL has made the decision to require all U.S. employees receive the COVID-19 vaccines as a condition of employment. “Full vaccination” is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.