Customer Success Director- Global

About CooperSurgical

CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.

Scope: 

This role has end-to-end responsibility for the tactical and operational execution of Customer Success strategy across the Global Genomics portfolio, with measurable contribution to sub-function and commercial results over a 1–3 year planning horizon.

 

The position owns the design, evolution, and scalability of customer success operating models, including onboarding, adoption, retention, and expansion frameworks. Impact is measured through AOP attainment, customer lifetime value, churn reduction, and sustained account growth across regions.

 

Reporting directly to a commercial leader, this role translates commercial strategy into executable customer success plans, ensures alignment with regional business plans, and plays an active role in shaping market development initiatives. The scope includes cross-functional influence across Commercial, Marketing, Clinical Support, and Operations to improve customer outcomes and business performance.

 

May support elements of budget planning, forecasting, or resource allocation related to customer success programs, tooling, or initiatives.

Role Summary:

The Customer Success Director leads and evolves a global team responsible for onboarding, customer engagement, account expansion, and long-term retention across the PGT portfolio. This role sets operational direction, defines scalable standards, and ensures consistent value realization for customers while supporting broader commercial objectives.

 

The role goes beyond people management and execution, requiring ownership of processes, systems, and performance frameworks that enable growth at scale. An advanced degree is preferred, ideally with experience in preimplantation genetic testing or a background as a genetic counselor.

 

Key Responsibilities

• Own and execute 1–3 year operational plans for the Customer Success function, translating Genomics and commercial strategy into scalable execution.
• Lead and develop a global Customer Success team while defining future-state capabilities, roles, and operating models.
• Design, standardize, and continuously improve global onboarding, adoption, and retention frameworks, including KPIs, SOPs, and governance.
• Drive moderate to significant process, system, and workflow innovations that improve customer experience, scalability, and performance across regions.
• Lead cross-functional execution for new test launches and portfolio updates, ensuring operational readiness and consistent customer impact.
• Partner with Commercial, Marketing, and Clinical teams to deliver education, enablement, and adoption programs that drive measurable customer value.
• Analyze customer and account data to identify complex, cross-functional risks and growth opportunities, developing data-backed business cases and action plans.
• Establish customer health models, dashboards, and reporting standards to enable proactive intervention and strategic decision-making.
• Lead root-cause analysis and resolution of ambiguous, multi-variable problems impacting multiple functions or specialties.
• Conduct executive-level QBRs focused on value realization, long-term partnership growth, and strategic alignment.
• Identify and mitigate churn risks using predictive indicators and structured intervention strategies

Qualifications & Experience 

• Advanced degree preferred (MS, MBA, or equivalent).
• Experience in reproductive genetics 
• Strong understanding of the clinical applications of genetic testing
• Strong analytical skills with the ability to interpret and communicate data effectively.
• Experience in customer success, clinical suppor