Manager, Oncology Customer Success

Natera

3h • Onsite

About The Position

The Manager, Customer Success leads Customer Success Managers (CSMs) for Oncology. This role is responsible for developing scalable goals for new and ongoing Customer Success, overseeing a team that onboards accounts, resolves customer issues, and identifies new revenue opportunities. Natera is a global leader in cell-free DNA (cfDNA) testing, focusing on oncology, women’s health, and organ health. The company aims to integrate personalized genetic testing and diagnostics into standard care to improve health outcomes through earlier and more targeted interventions. The Natera team comprises dedicated professionals from various scientific and business fields who are committed to their work and each other, offering a challenging and growth-oriented environment within a company that is transforming genetic disease management.

Requirements

• Bachelor’s degree or equivalent.
• Minimum of 5 years of sales or support experience.
• 2+ years experience in a customer success or client retention role.
• Proven track record of success in achieving and exceeding customer success goals.
• Exceptionally bright, flexible, self-motivated, and results oriented with strong interpersonal and analytical skills.
• Ability to think strategically as well as execute tactically.
• Have a strong desire to work in a fast paced environment and must work independently with an internal drive to be successful.
• Ability to lead and rally peers.
• Strong team player with desire to celebrate all wins across the organization.
• Excellent organizational and communication skills (written and verbal) with demonstrated ability to effectively present to both internal and external customers.
• Effective time management skills required with a demonstrated ability to assess and prioritize.
• Proficient in Microsoft PowerPoint and Excel; Gmail; Salesforce.com.

Responsibilities

• Oversee day-to-day operations of the Customer Success Managers.
• May also require maintaining their own region for Customer Success in times of coverage.
• Partner with various sales partners to ensure CSMs have a key alignment with sales.
• Develop the team as a distinct entity from the other CSM departments in order to align with business goals.
• Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning the cross-functional efforts needed to improve the customer journey.
• Act as the point person for any client complaint or escalation and see through resolution.
• Beat and exceed expectations set for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention.
• Assist in team deployment of quarterly initiatives and new policies & procedures.
• Use good judgment in communication regarding department and/or employee concerns.
• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job.
• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.
• Must maintain a current status on Natera training requirements.
• Employee must pass post offer criminal background check.
• Performs other duties as assigned.

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
• Free testing for Natera employees and their immediate families.
• Fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Generous employee referral program.

What This Job Offers

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