Senior Manager for Client Success

Versiti is a fusion of donors scientific curiosity and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute we enable life saving gifts from our donors and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine transplantation stem cells and cellular therapies oncology and genomics diagnostic lab services and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes higher quality services and reduced cost of care for hospitals blood centers hospital systems research and educational institutions and other health care providers. At Versiti we are passionate about improving the lives of patients and helping our healthcare partners thrive.

The Senior Manager Client Success plays a pivotal role in advancing Versitis mission by cultivating long-term value-driven partnerships with hospitals health systems and medical service clients. As Versiti launches its first dedicated Client Success function this role establishes the foundation for a relationship model that strengthens trust retention and growth across our commercial portfolio. Reporting to the Director of Service Line Marketing the Manager is responsible for directly managing a portfolio of Tier 1 transfusion medicine clientsserving as a strategic advisor advocate and connector across business lines and supervises the Customer Care team. The position also plays a key role in supporting the Vice President for Transfusion Medicine Business Development ensuring excellence in client experience and alignment across operational and commercial teams. While the long-term vision includes building a team of Client Success Specialists this role will initially operate as both strategist and practitionermodeling the client success framework that will scale across Versitis six service lines.

Benefits
Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical Dental and Vision Plans Paid Time Off (PTO) and Holidays Short- and Long-term disability life insurance 7% match dollar for dollar 401(k) voluntary programs discount programs others.

• 1. Strategic Client Relationship Management 35% Serve as the primary relationship owner for a portfolio of Tier 1 transfusion medicine clients ensuring exceptional service delivery satisfaction and partnership growth. Conduct regular executive business reviews (EBRs)presenting outcomes value realization and opportunities for deeper collaboration. Partner closely with the VP for Transfusion Medicine Business Development to design and execute retention and expansion strategies for high-value clients. Function as the clients trusted adviser connecting them with Versitis full spectrum of capabilities in blood diagnostic and medical services.
• 2. Program Development and Implementation 25% Define and operationalize the client success model for Versiti including onboarding engagement renewal and expansion phases. Create standardized processes playbooks and success metrics that establish consistency and excellence across client partnerships. Partner with Marketing Insights Growth Marketing and Portfolio teams to integrate Voice of the Customer (VOC) data into business strategy. Develop dashboards and tools for client health monitoring performance visibility and account risk mitigation.
• 3. Collaboration with Blood Operations and Hospital Relations 20% Work in close coordination with Blood Operations leadership to ensure strategic alignment with the Hospital Relations team. Deep understanding of Versitis hospital service offerings operational priorities and service-level commitments to anticipate and resolve client needs. Foster a unified experience for hospital clients through cross-departmental collaboration and communication. Represent the client perspective in internal planning forums advocating solutions that enhance loyalty and operational performance.
• 4. Voice of the Customer and Advocacy 10% Partner with Marketing Insights and Operations to lead VOC collection analysis and action planning. Identify patterns trends and opportunities for product and service enhancement based on client feedback. Develop client reference and advocacy programs to amplify positive partnerships through storytelling case studies and peer networks.
• 5. Leadership and Team Development 10% Provide leadership to Customer Care Team Lay the groundwork for a scalable Client Success function that will evolve to include additional Client Success Specialists. Create tools training and playbooks that support onboarding and skill development for future hires. Model a culture of accountability empathy and proactive client engagement consistent with Versitis Way of Leading.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Education

• Bachelors Degree Business Marketing Communications Healthcare Administration or related field required
• Masters Degree Business Marketing Communications Healthcare Administration or related field desired

Experience

• 7-9 years Client success strategic account management or business development within healthcare diagnostics life sciences or research required
• 4-6 years Leadership roles managing multi-functional teams. required
• 4-6 years Demonstrated success managing enterprise-level client relationships that drive retention satisfaction and revenue growth. required
• 1-3 years Build and execute client success strategies in matrixed organization required
• 4-6 years Experience collaborating with operational marketing and product teams to translate client feedback into measurable improvements. required
• 1-3 years Deep understanding of hospital systems transfusion medicine or healthcare partnership management strongly preferred. preferred

Knowledge Skills and Abilities

• Strategic thinker with strong problem solving skills required
• Strong relationship management skills required
• Strong communication and presentation skills with executive presence required
• Ability to synthesize data and insights into actionable strategies required
• Skilled collaborator with demonstrated success influencing across functional boundaries required
• Self-starter who thrives in a pioneering environment and embraces continuous improvement required

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