Associate Customer Success Manager, Oncology

Natera

2d

About The Position

We are looking for a high-touch, analytical champion to ensure a frictionless onboarding experience for our new oncology providers. This individual is a "white-glove" specialist and a proactive problem-solver who will work in a fast-paced environment to oversee the critical first phase of the provider journey. Natera is at the forefront of personalized medicine, and while our clinical solutions are world-class, the initial transition to our platform requires a dedicated touch to ensure seamless execution. You will act as the bridge between the provider and our internal operations, monitoring the lifecycle of the first few samples from new providers and collaborating across business units to deliver a custom, high-touch experience that sets the standard for the lifetime of the partnership.
This role is vital to Natera’s mission to drive early provider adoption, minimize initial barriers to entry, and solidify our reputation as a leader in genomics. By providing a differentiated, intelligent onboarding experience, you will help ensure that every new clinician feels supported, informed, and confident in our service delivery model.

Requirements

• A bachelor's degree required; advanced degree in life sciences or healthcare administration preferred.
• 3+ years of experience in Customer Success, Clinical Account Management, or a high-touch service role within the genomics or personalized medicine space.
• Proficiency in data analysis tools (e.g., Snowflake, PowerBI, Tableau) with the ability to turn raw data into actionable insights.
• Strong familiarity with Oncology and Genomics; comfortable discussing clinical workflows and the nuances of liquid biopsy or genetic testing.
• Exceptional communication skills with a "bias toward action" and the ability to influence cross-functional teams without direct authority.
• Deep customer empathy with a focus on simplifying complex medical-legal and operational requirements for clinicians.
• Proven ability to manage multiple high-priority accounts simultaneously in a fast-paced, matrixed environment.

Responsibilities

• Monitor and manage the end-to-end sample lifecycle for new oncology providers, ensuring the first few samples move through our system without friction.
• Collaborate with Medical Science Liaisons (MSLs), Clinical Trials, and Sales to provide a unified, custom touchpoint for new customers during their transition to Natera.
• Identify and resolve potential bottlenecks in the onboarding workflow, acting as the primary advocate for the provider within internal lab and clinical operations.
• Leverage Snowflake and Salesforce to monitor incoming samples and communicate with providers
• Effectively communicate onboarding wins, risks, and ROI assessments to leadership across the Oncology business unit.

Benefits

• comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• free testing
• fertility care benefits
• pregnancy and baby bonding leave
• 401k benefits
• commuter benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level