Customer Success Manager

Summary

Join Natera's Organ Health division as a Customer Success Manager and build strong relationships with clients to drive adoption of Prospera products and programs. Increase revenue and ensure customer satisfaction, retention, and successful turnaround of lost clients. Serve as a trusted advisor to clinicians, exceeding expectations for key business metrics. Champion the customer experience, bringing visibility to feedback and aligning cross-functional efforts. Partner with the field on onboarding and retention strategies, acting as an onboarding consultant. Resolve client complaints and escalations, identifying and resolving issues impacting the customer journey. Educate clients on billing requirements and collect missing information to improve reimbursement.

Requirements

• Bachelor’s degree or equivalent years of experience
• Minimum of 4 years of sales or 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 PowerBI, Microsoft PowerPoint, Excel, G Suite, and Salesforce

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 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 an exceptional experience
• Take point on educating clients on billing requirements and collecting missing information that is preventing Natera from testing reimbursement
• Ability to drive down missing information and improve average selling price

Preferred Qualifications

• Experience with data analysis, interpretation and KPI tracking through dashboards and/or tools such as PowerBI or Tableau is strongly preferred
• Background in medical or biological sciences preferred
• Project management skills/experience desired

Benefits

• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more
• We also offer a generous employee referral program!