Customer Success Manager, Donor Gamete Services

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. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.

CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com.

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $100,000 and $145,000.  The actual base pay includes many factors and is subject to change and modification in the future.  This position may also be eligible for other types of compensation and benefits.

When it’s time for people to build their families, the CooperSurgical Donor Gametes Services, California Cryobank and Donor Egg Bank USA, can help intended parents reach their goals with the highest quality donor sperm and donor eggs from rigorously screened diverse donors. Our team cares enough to want to make a difference – for the communities in which we live and work and in the well-being of women, babies and families everywhere. We strive to continuously develop best in class people, process, and technologies. 

Our Donor Gametes services support those seeking to realize their dreams of creating a family, and specifically serves the LGBTQ+ community, independent parents, and those with fertility challenges in need of donor sperm and/or donor eggs. 

The Customer Success Manager will play a critical role in ensuring the success of our IVF partner clinics. The Customer Success Manager will manage customer relationships and proactively work with various departments and teams to promote the best possible customer experience, minimize churn, and drive growth in net revenue retention and customer expansion that aligns with our commercial strategy. As a trusted advisor to our customers, you will be pivotal in spotting new opportunities to add more value and drive outcomes for our customers. You will have the chance to bring your Customer Success expertise to help our team scale effectively. Your contributions will directly impact our mission of helping individuals and couples build their families

• Work with clinician customers in collaboration with commercial teams, deepen existing relationships.
• Support activities associated with onboarding a new customer to build a seamless customer experience from day one.
• Conduct strategic meetings (i.e. QBRs) with our IVF partners and work closely with the internal team to identify opportunities for account expansion.
• Prioritizes urgent lab-related requests or events and escalates to appropriate stakeholders including Clinical Application Scientist, Client Services, Donor Operations, Regulatory, and/or Quality. Independently addresses requests or events that do not require escalations.
• Troubleshoot complex workflow processes related to egg vitrification and warming, employing your expertise to identify and implement effective solutions that will work for the IVF clinic.
• Distributes training manuals/decks to embryologists from clinic partners and maintains training documentation records in SugarCRM. Collaborates with Clinical Application Scientist(s) to maintain and prioritize embryologist training for clinic.
• Work within company CRM and provide Cycle Report training to clinic partners and ensures appropriate access request documentation is completed.
• Analyze customer data with a proactive approach to identify issues or areas of dissatisfaction and address it head on.
• Responsible for lab documents maintained in document control system. Performs annual document reviews independently, or in collaboration with subject matter experts. Supports overall alignment of egg bank documents from all departments.
• Become an expert in the industry through deep customer collaboration, general research, and attending industry events. Anticipated travel 5-10%.

• You are a strong team player, enabling effective collaboration with cross-functional teams to help solve complex customer problems and/or streamline workflow solutions.
• Ability to empathize with, solve problems for and strategically guide customers with sensitivity to clinician workflow within IVF industry.
• Excellent interpersonal and