Customer Success Director – Global

Emploi pas sur LinkedIn

🕒 il y a 2 mois

🦌 Connecticut – Distant

🦌 Connecticut – Remote

💵 $120 000 - $180 000 / an

⏰ Temps Plein

🔴 Expert

🏆 Customer Success

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CooperCompanies

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 1978

⚕️ Assurance santé

🧬 Biotechnologie

☁️ SaaS

💰 Post-IPO Equity en 2021-12

Healthcare Insurance • Biotechnology • SaaS

CooperCompanies est une entreprise mondiale de dispositifs médicaux centrée sur le consommateur, qui soutient la manière dont les gens souhaitent vivre à chaque étape de leur vie. L'entreprise se consacre à améliorer les vies en écoutant attentivement les professionnels de santé et les patients pour répondre aux besoins d'aujourd'hui tout en se concentrant sur les opportunités de demain à travers l'innovation et l'investissement stratégique. Ses divisions éminentes, CooperVision et CooperSurgical, s'engagent à traiter des problèmes tels que la myopie chez les enfants et à soutenir les familles confrontées à l'infertilité. CooperCompanies s'engage activement dans des pratiques durables et cherche à élever les standards de soins avec un fort accent sur l'impact social et environnemental.

Description

• Own and execute 1–3 year operational plans for the Customer Success function, translating Genomics and commercial strategy into scalable execution. • Lead and develop a global Customer Success team while defining future-state capabilities, roles, and operating models. • Design, standardize, and continuously improve global onboarding, adoption, and retention frameworks, including KPIs, SOPs, and governance. • Drive moderate to significant process, system, and workflow innovations that improve customer experience, scalability, and performance across regions. • Lead cross-functional execution for new test launches and portfolio updates, ensuring operational readiness and consistent customer impact. • Partner with Commercial, Marketing, and Clinical teams to deliver education, enablement, and adoption programs that drive measurable customer value. • Analyze customer and account data to identify complex, cross-functional risks and growth opportunities, developing data-backed business cases and action plans. • Establish customer health models, dashboards, and reporting standards to enable proactive intervention and strategic decision-making. • Lead root-cause analysis and resolution of ambiguous, multi-variable problems impacting multiple functions or specialties. • Conduct executive-level QBRs focused on value realization, long-term partnership growth, and strategic alignment. • Identify and mitigate churn risks using predictive indicators and structured intervention strategies

🎯 Exigences

• Advanced degree preferred (MS, MBA, or equivalent). • Experience in reproductive genetics • Strong understanding of the clinical applications of genetic testing • Strong analytical skills with the ability to interpret and communicate data effectively. • Experience in customer success, clinical support, or technically complex products. • Excellent communication, project management, and relationship-building abilities. • Minimum 3 years of experience in the genomics space • Experience in a customer-facing or commercial support role is a strong plus

🏖️ Avantages

• medical coverage • 401(k) • parental leave • fertility benefits • paid time off for vacation, personal, sick and holidays