Customer Success Manager

Summary

Join Natera's Oncology division as a Customer Success Manager and build strong relationships with clients to drive product adoption and increase revenue. This role focuses on ongoing account management, exceeding key business metrics like CSAT and customer retention. You will act as a trusted advisor, champion the customer experience, and partner with field representatives on onboarding and retention strategies. The position requires resolving client complaints, identifying issues impacting customer satisfaction, and educating clients on billing requirements. Experience in sales, customer success, and a medical/healthcare background are essential.

Requirements

• Bachelor’s degree or equivalent years of experience
• Minimum of 4 years of sales or sales support experience, of which 1-2+ 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
• 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

Responsibilities

• Be seen as a trusted advisor 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 our field representatives 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

Preferred Qualifications

• Background in medical, healthcare or biological sciences
• Project management skills/experience

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Free testing in addition to fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits
• Generous employee referral program