Customer Success Manager - North America - Remote Eligible

Customer Success Manager

CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women's and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions.

The Customer Success Manager supports onboarding, customer experience, and account growth across our PGT and broader Genomics portfolio. The role focuses on improving clinic workflows, ensuring smooth implementation of genomics services, and strengthening long-term customer relationships. A master's degree with embryology and IVF lab experience is required.

Key responsibilities include:

• 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.
• Contribute data and insights for internal reports, education, and communications.
• Provide best-practice guidance both virtually and on site; support NA Clinical Application Scientists.
• Participate in US events, congresses, and KOL activities, including FMV and contracting.
• Support investigations of embryology-related customer complaints with Product Surveillance.
• Travel approximately 25% (60 days per year).

Qualifications include:

• Bachelor's degree required; advanced embryology and IVF laboratory experience preferred.
• 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.

Work environment includes:

• Home-office based with extended computer work.
• Significant travel across North America and occasional international travel.
• Manage personal travel and expenses.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. To learn more about CooperSurgical and the benefits of becoming a member of our team, please visit us at www.coopersurgical.com.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at talent.acquisition@coopersurgical.com.

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $90,000-120,000. The actual base pay includes many factors, and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.