Customer Success Manager

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🔥 0 minutes ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $90k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 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

• Support onboarding of new accounts, aligning goals, KPIs, and training needs. • Assess clinic and patient workflows and recommend process improvements. • Lead clinical experience projects aligned with Genomics roadmap priorities. • Gather customer feedback and document areas needing workflow or system enhancements. • Provide support for digital platform integrations and related technical processes. • Maintain project plans and deliver consistent status updates. • Collaborate with cross-functional teams to execute customer-focused initiatives. • Train clinics on new processes and collect feedback for continuous improvement. • Participate in strategic customer meetings and help identify expansion opportunities. • Act as the voice of the customer to guide product and service enhancements. • Provide best-practice guidance both virtually and on site; support NA Clinical Application Scientists. • Support investigations of embryology-related customer complaints with Product Surveillance.

🎯 Requirements

• Bachelor’s degree required; advanced embryology and IVF laboratory experience preferred. • 3-5 years in life sciences, genetics, or related fields. • Strong understanding of embryology/andrology workflows and lab systems. • Ability to interpret and communicate clinical study findings. • Strong communication, professionalism, and independent work skills. • Passion for education and continuous learning. • Ability to travel as required.

🏖️ Benefits

• Medical coverage • 401(k) • Parental leave • Fertility benefits • Paid time off for vacation, personal, sick and holidays