Customer Success Manager - Organ Health
Skills
- Proven success in customer success and retention roles.
- Strong interpersonal, analytical, organizational, and communication skills.
- Strategic thinking and tactical execution abilities.
- Experience with data analysis and KPI tracking tools like PowerBI or Tableau.
- Proficiency in PowerBI, Microsoft PowerPoint, Excel, G Suite, and Salesforce.
- Ability to work independently and thrive in a fast-paced environment.
Responsibilities
- Build trusted advisor relationships with clinicians in the assigned region and internal teams.
- Exceed business metrics including CSAT, net promoter score, customer retention, and average selling price.
- Champion the customer experience internally and align cross-functional teams to improve the customer journey.
- Consult on customer onboarding and workflow modifications for smooth product integration.
- Manage client complaints and escalations to resolution, analyzing root causes.
- Partner with teams to identify and resolve clinician and patient experience issues.
- Educate clients about billing requirements and reduce missing information to optimize testing reimbursement.
Education
- Bachelor’s degree or equivalent experience.
Benefits
- Comprehensive medical, dental, vision, life, and disability insurance.
- Free genetic testing for employees and immediate families.
- Fertility care benefits and pregnancy/baby bonding leave.
- 401(k) retirement plan and commuter benefits.
- Generous employee referral program.
Average salary estimate
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