Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.
We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.
GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.
GRAIL is seeking a highly strategic, relationship-driven Customer Success Manager to join our Strategic Growth Accounts Team, in the Provider Channel. This person will partner closely with a Key Account Manager to drive exceptional outcomes across some of our largest, highest-visibility accounts—including national concierge networks, large independent provider groups, community oncology, and innovative digital health customers.
This role is responsible for building deep, trusted partnerships with executive-level stakeholders, ensuring seamless onboarding and sustained engagement, and developing long-term growth strategies that maximize value, revenue, and retention. The Customer Success Manager will play a central role in strengthening our presence within complex, multi-layered provider ecosystems where scale, coordination, and partnership excellence are critical.
This position reports directly to the Customer Success Director in Strategic Growth Accounts.
You are approved to work remotely from your City and State. While your primary workplace is your home, you may be required to travel occasionally to a GRAIL office or other locations to perform your work or attend team-related events.
Responsibilities:
- Revenue Realization: Adoption, Utilization, and Retention
- 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.
Awareness and Market Presence
- Represent GRAIL at industry meetings, customer events, and conferences, as needed.
Sales Alignment
- Support sales process on operation and implementation deployment strategies to align on contracting needs (ex: act as a SME for events, integrations, etc.)
Relationship Management
- 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.
Implementation and Onboarding
- 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.
Operational Excellence and Scale
- 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.
Reporting and Account Health Management
- 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.
Growth and Expansion Support
- 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.
Required Qualifications:
- 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
Preferred Qualifications:
- 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
Skills & Competencies
- Exceptional relationship-building, communication, and executive presence.
- Strong strategic thinking and problem-solving skills with the ability to translate customer needs into actionable solutions.
- Highly organized with demonstrated experience orchestrating cross-functional teams.
- Analytically driven, with the ability to interpret data and present insights clearly.
- Comfortable navigating ambiguity and leading in a fast-growing, fast-moving environment.
Physical Demands & Working Environment:
- Hours and days may vary depending on operational needs.
- Standing or sitting for long periods of time may be necessary.
- Some lifting (up to 25 pounds) may be necessary
- Ability to travel 30% as required
The expected, full-time, annual base pay scale for this position is $100K-$133K. Actual base pay will consider skills, experience, and location.
This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion. This range reflects a good-faith estimate of the range that the Company reasonably expects to pay for the position upon hire; the actual compensation offered may vary depending on factors such as the candidate’s qualifications. Employees in this role are also eligible for GRAIL’s comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.
GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, , or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at
[email protected] if you require an accommodation to apply for an open position.
GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!
