Sr. Customer Success Manager

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.

Essential Functions

• Support activities associated with onboarding a new customer to help align on objectives, identify KPI’s and build a strong relationship from day 1.
• Conduct strategic meetings (I.e QBRs) with our largest key customers, and work closely with the internal team to identify opportunities for account expansion
• Contribute to the development of CS best practices, and coaching team members
• Define processes that align with industry standards and client expectations 
• Proactively and independently manage renewals on your accounts to timeline and in line with the commercial strategy
• Become an expert in the industry through deep customer collaboration, general research, and attending industry events
• Act as the voice of the customer to help provide strategic direction and insight to continuously evolve our process, service and products

Knowledge, Skills and Abilities

• Ability to empathize with, solve problems for and strategically guide customers
• Ability to adapt quickly to new software and constantly changing requirements
• Ability to proactively self-manage multiple relationships and priorities
• Naturally curious and highly collaborative
• Ability to communicate effectively across departments while acting as the voice of our customers
• Highly developed commercial acumen
• Advanced written and verbal communication

Experience         

• 6+ years of experience in Customer Success at a software organization
• Firm understanding of Software-as-a-Service commercial dynamics and customer lifecycle management
• Not required, but experience with healthcare software applications is a plus
• Experience presenting to senior management
• Experience working in a collaborative, fast paced, environment

Education

• B.A or higher in a related field

 

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $120,000 - $140,000. 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.