Customer Success Manager, Growth Portfolio

Description

 This position is based in Mérida, Yucatán, México.  If you do not live in/around Merida, and are still interested in this position, relocation will be required within 60 days of accepting this position.  Verato will provide a relocation bonus of $42,500 MNX pesos to help with your move.

ABOUT VERATO

As digital transformation and AI progress at lightning speed, organizations find themselves data-rich and insights-poor. Digital transformation’s promise to drive better experiences and business performance is falling short.  Data is often trapped in silos across disconnected systems of record, such as ERPs and EHRs, systems of engagement, such as CRMs, and systems of insight, such as cloud data platforms. These systems cannot integrate seamlessly without a single source of truth for identity, making it impossible to share and consume complete and trusted 360-degree views of people, organizations, and networks.  

Verato, the identity intelligence experts, powers exceptional experiences everywhere by solving the problem that drives everything else — knowing who is who. The Verato MDM Cloudä, the next generation of MDM, delivers unprecedented identity intelligence by uniquely combining extraordinary identity resolution and enrichment with identity verification, AI-powered data governance, and advanced insights. Verato re-imagines MDM to be purpose-built and nimble to drive a complete and trusted 360-degree view of people, organizations, and networks across complex ecosystems with unmatched speed to value, enterprise-grade performance, and customer success.  More than 75% of the US population flows through Verato, powering a single source of truth for identity across the critical industries of healthcare, life sciences, financial services, public sector, and beyond. For more information, visit verato.com.

Core to Verato’s strategy for sustained growth is our commitment to building a strong, people-first culture that attracts, develops, and retains top talent worldwide. Verato operates on the simple principle that a company must prioritize its employees first and foremost. In return, these employees will take care of the company’s customers, and in turn, those customers will support the company’s shareholders. Verato believes in empowering teams with the best tools and development opportunities available. Staff are given chances to expand their knowledge in areas like technology (e.g., big data, distributed/cloud computing, complex algorithms), healthcare, and organizational development. As Verato continues a path of high growth and significant impact, every team member gains an influential front-row seat as we execute our business strategy. Together, we can bring about a profound and positive transformation in healthcare as we know it today. 

VERATO VALUES

We are committed to continually raising the standard of excellence throughout the organization, from marketing to engineering to customer service. Our guiding principles are to Make a Difference, to be Trustworthy, and to be Customer Obsessed.

Verato employees have a precise focus on proactively protecting the privacy and security of all systems while always ensuring they are following documented policies and procedures.

ABOUT THE POSITION 

The Customer Success Manager, Growth Portfolio is responsible for helping an assigned portfolio of customers achieve measurable value from the Verato solutions they have purchased. This is a customer-facing, portfolio-owning role focused on proactive engagement, adoption, value realization, risk reduction, retention, straightforward renewals, and the identification of qualified growth opportunities.

You will build strong relationships with customer stakeholders, maintain an accurate understanding of each account, and coordinate the right Verato resources to move customer outcomes forward. You will lead routine customer check-ins and independently manage standard customer situations, while partnering with senior CSMs, Account Executives, leaders, or executive sponsors for complex commercial matters, escalations, or executive engagement. This position reports to a Customer Success leader.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

What you’ll do

• Own a named portfolio of accounts and maintain current situational awareness for every account.
• Build trusted relationships with customer sponsors, administrators, users, and operational stakeholders through timely, empathetic, and relevant engagement.
• Lead regular customer check-ins that connect solution usage and adoption to the customer's use case, desired outcomes, risks, and next steps.
• Create lightweight success objectives and recommend practical actions that help customers realize more value from purchased Verato solutions.
• Proactively identify customer health risks, document goals and objectives, coordinate internal owners, and escalate material issues early.
• Coordinate with Support, Professional Services, Product, Sales, Finance, and other teams while remaining accountable for customer communication and follow-through.
• Build renewal readiness throughout the contract term by understanding customer value, stakeholders, decision process, risks, and timing.
• Own renewals within approved commercial guardrails and partner with the appropriate commercial owners as needed.
• Identify qualified cross-sell and expansion opportunities based on customer needs, use cases, and desired outcomes.
• Connect customers to relevant product education, office hours, events, and subject-matter experts, and nominate referenceable customers for advocacy opportunities.
• Maintain concise, accurate CSM platform and CRM records for account health, risk and mitigation, use case and outcomes, stakeholder coverage, adoption, renewal forecast, growth signals, and next actions.
• Share customer feedback and portfolio trends that can improve the customer experience, product, and Customer Success program.

Requirements

•  English professional proficiency that is advanced to fluent (both written and spoken). The day-to-day operations, internal documentation, team collaboration, and client communications are conducted entirely in English. 
• At least two years of current, hands-on Customer Success Manager experience in B2B SaaS, including direct ownership of an assigned customer portfolio.
• Demonstrated experience across the post-sale lifecycle, including customer engagement, adoption, value realization, risk management, retention, and renewal preparation.
• Experience leading customer meetings and communicating clearly with operational and departmental stakeholders.
• Experience supporting or owning straightforward subscription renewals and maintaining accurate renewal status and forecasts.
• Ability to learn technical products, understand customer workflows and use cases, and translate product capabilities into practical business recommendations.
• Strong problem-solving, organization, prioritization, and follow-through across multiple customers and deadlines.
• Excellent written and verbal communication skills, empathy, good judgment, curiosity, and a customer-obsessed mindset.
• Experience using Salesforce, Gainsight, or a comparable CRM/customer success platform to manage account health, risk, renewals, and next steps.
• Ability to work effectively across Support, Product, Professional Services, Sales, Finance, and other teams without losing ownership of the customer outcome.

Preferred Qualifications

• Experience in healthcare technology or another regulated data environment.
• Knowledge of healthcare applications such as EHR/EMR systems, integration engines, analytics platforms, or population health solutions.
• Exposure to Master Data Management, Enterprise Master Patient Index, identity resolution, data quality, or interoperability.
• Experience delivering personalized engagement across a scaled or lower-ARR customer portfolio.
• Bachelor's degree in business, information systems, technology, healthcare, or a related field, or equivalent practical experience.

Travel

• Up to 10% travel may be required for customer meetings, company events, or conferences.