[Remote] Customer Success Manager- North America

Note: The job is a remote job and is open to candidates in USA. CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families. The Customer Success Manager supports onboarding, customer experience, and account growth across the PGT and broader Genomics portfolio, focusing on improving clinic workflows and strengthening long-term customer relationships.

Responsibilities

• 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%

Skills

• Bachelor's degree required
• 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
• Advanced embryology and IVF laboratory experience

Benefits

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

Company Overview

Company H1B Sponsorship