Customer Success Manager, Oncology

The Customer Success Manager establishes relationships with Natera’s customers to drive strong adoption of our products and programs. This is an ongoing customer relationship role, focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Experience in developing and growing client relationships is required. This role will serve the same function as an Associate Customer Success Manager role, but is expected to have higher rates of client satisfaction, retention, and have the requisite skill required to turn lost/down clients around.  

ABOUT THE ROLE

• Be seen as a trusted advisors to all clinicians in your assigned region, as well as within your team

• Beat and exceed expectations set for key business metrics including CSAT, net promoter score, missing information rate, average selling price, and customer retention

• 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.  As a CSM, creative and innovative thought on new ideas to resolve client issues and needs is required.

• Partner with the field on customer onboarding and retention strategies, serving as an onboarding consultant to new clients and clients experiencing/needing change in their workflows.  Skilled in workflow observation and workflow modifications to integrate Natera’s products into the customer’s practice with ease.

• Act as the point person for any client complaint or escalation and see through resolution, assessing trends and root causes of escalations.  

• Partner with internal teams to identify and resolve issues that stop clinicians and patients from having a wow experience

• Take point on educating clients on billing requirements and collecting missing information that is preventing Natera from testing reimbursement, including missing insurance, missing medical records, missing ICD-10 codes, and missing prior authorization.  Ability to drive down missing information and improve average selling price.

QUALIFICATIONS

• Bachelor’s degree or equivalent

• Minimum of 4 years of sales or support experience, of which 1-2+ years experience is in a customer success or client retention role

• Background in medical or biological sciences preferred

• Project management skills/experience desired

KNOWLEDGE, SKILLS, AND ABILITIES

• 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

• 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

• Travel of ~ 10% may be required for new customer implementations

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.San Carlos, CA $1—$1 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changi