Customer Success Director – Global

Job not on LinkedIn

🕒 March 31

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $120k - $180k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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CooperCompanies

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

⚕️ Healthcare Insurance

🧬 Biotechnology

☁️ SaaS

💰 Post-IPO Equity on 2021-12

Healthcare Insurance • Biotechnology • SaaS

CooperCompanies is a global, consumer-centric medical device company that supports how people want to live at every stage of life. The company is dedicated to improving lives by listening closely to healthcare providers and patients to fulfill the needs of today while focusing on the opportunities of tomorrow through innovation and strategic investment. Their prominent divisions, CooperVision and CooperSurgical, are committed to addressing issues such as myopia in children and supporting families struggling with infertility. CooperCompanies actively engages in sustainable practices and seeks to elevate standards of care with a strong focus on social and environmental impact.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

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