Manager, Oncology Customer Success

Natera is a global leader in cell-free DNA testing, dedicated to oncology, women’s health, and organ health. The Manager, Customer Success leads the Oncology Customer Success Managers, overseeing operations, aligning with sales, and enhancing the customer experience to drive revenue growth.

Responsibilities:

• Oversee day-to-day operations of the Customer Success Managers. May also require maintaining their own region for Customer Success in times of coverage
• Partner with various sales partners to ensure CSMs have a key alignment with sales
• Develop the team as a distinct entity from the other CSM departments in order to align with business goals
• Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning the cross-functional efforts needed to improve the customer journey
• Act as the point person for any client complaint or escalation and see through resolution
• Beat and exceed expectations set for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention
• Assist in team deployment of quarterly initiatives and new policies & procedures
• Use good judgment in communication regarding department and/or employee concerns
• Performs other duties as assigned

Requirements:

• Bachelor's degree or equivalent
• Minimum of 5 years of sales or support experience, of which 2+ years experience is in a customer success or client retention role
• Proven track record of success in achieving and exceeding customer success goals
• Exceptionally bright, flexible, self-motivated, and results oriented with strong interpersonal and analytical skills
• Ability to think strategically as well as execute tactically
• Have a strong desire to work in a fast paced environment and must work independently with an internal drive to be successful
• Ability to lead and rally peers
• Strong team player with desire to celebrate all wins across the organization
• Excellent organizational and communication skills (written and verbal) with demonstrated ability to effectively present to both internal and external customers
• Effective time management skills required with a demonstrated ability to assess and prioritize
• Proficient in Microsoft PowerPoint and Excel; Gmail; Salesforce.com
• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire
• Must maintain a current status on Natera training requirements
• Employee must pass post offer criminal background check