Customer Success Jobs at GRAIL with Visa Sponsorship
Customer Success jobs at GRAIL sit at the intersection of clinical science and patient outcomes, requiring people who can translate complex oncology data into actionable guidance for healthcare providers. GRAIL has an established track record of sponsoring international talent across multiple visa categories for this function.
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Get Access To All JobsINTRODUCTION
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.
ROLE AND RESPONSIBILITIES
The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, establishing the strategic vision and operational direction to deliver world-class service. This role oversees multiple teams, regions, or service centers, ensuring that customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction. The Director partners closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency, scalability, and customer experience. This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and
Responsibilities:
- Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.
- Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.
- Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.
- Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.
- Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.
- Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
- Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.
- Ensure compliance with legal, regulatory, and quality standards across all service operations.
- Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.
- Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.
- These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.
Adaptability and Growth Expectation
As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.
This May Include:
- Taking on additional responsibilities.
- Participating in cross functional projects and initiatives.
- Adapting to new technologies, processes, or methodologies.
- Supporting other departments or teams during periods of high demand.
- Contributing to special projects or temporary assignments as needed.
BASIC QUALIFICATIONS
- Bachelor’s degree in Business, Communications, or a related field required; Master’s degree strongly preferred.
- 12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.
- Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.
- Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.
- Ability to travel 20% as required.
PREFERRED QUALIFICATIONS
- 15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.
- Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:
+ Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)
+ Protected health information (e.g. HIPAA, GDPR)
- Strong financial and business acumen, with experience managing large budgets and driving operational efficiency.
- Expertise in customer service operations, including contact center management, customer experience strategy, and process optimization.
- Excellent communication and influencing skills to engage effectively with executives, employees, and external stakeholders.
- Proven track record of leading large-scale transformation, change management, and technology adoption initiatives.
- Strong commitment to customer advocacy and delivering outstanding customer experiences.
WORKING CONDITIONS
- Office-based environment with flexibility for hybrid or remote work depending on business needs.
- Extended work hours may be required to address critical issues, strategic initiatives, or global operations.
- Frequent interaction with executive leadership, senior stakeholders, and external partners.
- Regular travel may be required to company sites, customer locations, and industry events.
PHYSICAL DEMANDS & WORKING ENVIRONMENT
- Hours and days may vary depending on operational needs.
- Standing or sitting for long periods of time may be necessary.
- May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.
- Some lifting (up to 25 pounds) may be necessary.
- Ability to travel 20% as required.
The expected, full-time, annual base pay scale for this position is $143K-$205K. 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 rc@grailbio.com 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!
INTRODUCTION
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.
ROLE AND RESPONSIBILITIES
The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, establishing the strategic vision and operational direction to deliver world-class service. This role oversees multiple teams, regions, or service centers, ensuring that customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction. The Director partners closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency, scalability, and customer experience. This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and
Responsibilities:
- Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.
- Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.
- Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.
- Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.
- Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.
- Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
- Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.
- Ensure compliance with legal, regulatory, and quality standards across all service operations.
- Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.
- Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.
- These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.
Adaptability and Growth Expectation
As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.
This May Include:
- Taking on additional responsibilities.
- Participating in cross functional projects and initiatives.
- Adapting to new technologies, processes, or methodologies.
- Supporting other departments or teams during periods of high demand.
- Contributing to special projects or temporary assignments as needed.
BASIC QUALIFICATIONS
- Bachelor’s degree in Business, Communications, or a related field required; Master’s degree strongly preferred.
- 12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.
- Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.
- Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.
- Ability to travel 20% as required.
PREFERRED QUALIFICATIONS
- 15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.
- Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:
+ Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)
+ Protected health information (e.g. HIPAA, GDPR)
- Strong financial and business acumen, with experience managing large budgets and driving operational efficiency.
- Expertise in customer service operations, including contact center management, customer experience strategy, and process optimization.
- Excellent communication and influencing skills to engage effectively with executives, employees, and external stakeholders.
- Proven track record of leading large-scale transformation, change management, and technology adoption initiatives.
- Strong commitment to customer advocacy and delivering outstanding customer experiences.
WORKING CONDITIONS
- Office-based environment with flexibility for hybrid or remote work depending on business needs.
- Extended work hours may be required to address critical issues, strategic initiatives, or global operations.
- Frequent interaction with executive leadership, senior stakeholders, and external partners.
- Regular travel may be required to company sites, customer locations, and industry events.
PHYSICAL DEMANDS & WORKING ENVIRONMENT
- Hours and days may vary depending on operational needs.
- Standing or sitting for long periods of time may be necessary.
- May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.
- Some lifting (up to 25 pounds) may be necessary.
- Ability to travel 20% as required.
The expected, full-time, annual base pay scale for this position is $143K-$205K. 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 rc@grailbio.com 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!
See all Customer Success Jobs at GRAIL
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Get Access To All JobsTips for Finding Customer Success Jobs at GRAIL
Frame your clinical fluency in applications
GRAIL's Customer Success team works directly with oncologists and lab directors on early cancer detection products. Highlight any experience translating scientific or diagnostic data for clinical stakeholders, not just general account management, when preparing your resume and cover letter.
Target roles aligned with your visa timeline
If you're on F-1 OPT, your authorization window is finite. Prioritize GRAIL postings in regions with active oncology partnerships, since those teams hire faster and are more likely to initiate sponsorship before your OPT expires.
Confirm LCA filing before accepting an offer
Before signing, ask the recruiter whether a Labor Condition Application has been filed with the DOL for your role and location. For H-1B or TN sponsorship, LCA certification must precede any USCIS petition, and delays here can push your start date significantly.
Prepare clinical credentialing documents early
GRAIL operates in a regulated diagnostics environment, so background checks and credential verification run longer than in standard tech hiring. Have transcripts, degree equivalency evaluations, and any relevant clinical certifications ready before the offer stage to avoid filing delays.
Use Migrate Mate to surface GRAIL openings by visa type
GRAIL posts Customer Success roles across multiple locations with varying sponsorship eligibility. Use Migrate Mate to filter open positions by the visa categories GRAIL sponsors, so you're only applying to roles where your immigration status is already a fit.
Understand TN eligibility for this role category
Canadian and Mexican nationals may qualify for TN status in a Customer Success role if the position maps to a qualifying USMCA occupation like Scientific Technician or Management Consultant. Have your employer confirm the occupational classification with immigration counsel before your offer letter is issued.
Frequently Asked Questions
Does GRAIL sponsor H-1B visas for Customer Success?
GRAIL does not appear among the most common H-1B visa sponsors for Customer Success roles based on available DOL disclosure data. However, GRAIL actively sponsors work visas across multiple categories for this function, including EB-2 and EB-3 Green Card pathways. If H-1B is your primary route, clarify sponsorship eligibility directly with the recruiting team during the interview process.
How do I apply for Customer Success jobs at GRAIL?
Applications go through GRAIL's careers page, where Customer Success roles are listed by location and seniority. You can also find GRAIL's open Customer Success positions filtered by visa sponsorship eligibility on Migrate Mate, which makes it easier to identify roles that match your immigration status before you apply.
Which visa types does GRAIL commonly sponsor for Customer Success roles?
GRAIL sponsors F-1 OPT and CPT for recent graduates, TN visas for qualifying Canadian and Mexican nationals, and permanent residence through the EB-2 and EB-3 employment-based Green Card categories. The right pathway depends on your nationality, degree field, and how the specific Customer Success role is classified by immigration counsel.
What qualifications does GRAIL look for in Customer Success candidates?
GRAIL's Customer Success roles typically require a background in life sciences, clinical diagnostics, or a related field, alongside experience working with healthcare providers or laboratory clients. Familiarity with oncology workflows or molecular diagnostics is a strong differentiator. Most roles expect a bachelor's degree at minimum, with senior positions often requiring advanced credentials or several years of clinical account experience.
How do I plan my timeline around GRAIL's sponsorship process?
For OPT candidates, the critical window is the gap between your start date and OPT expiration. GRAIL's hiring process in Customer Success can take eight to twelve weeks from application to offer. Add another four to six weeks for LCA certification and USCIS petition filing, so beginning your search at least six months before your OPT expires gives you a realistic buffer.