Customer Success Mgr - Oncology

Customer Success Manager - Oncology

The Customer Success Manager will specifically support Natera's Oncology division, and is responsible for establishing relationships with Natera's customers to drive strong adoption of our products and programs. This is an ongoing customer relationship role, focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Experience in developing and growing client relationships is required. This role is expected to have a high rate of client satisfaction, retention, and have the requisite skill required to turn lost / down clients around.

This position is fully remote, but candidates must be based in the United States. This role requires travel aprox 2-3 nights a month.

About The Role

• Be seen as a trusted advisor to all clinicians in your assigned region, as well as within your team
• Beat and exceed expectations set for key business metrics including CSAT, net promoter score, missing information rate, average selling price, and customer retention
• 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. As a CSM, creative and innovative thought on new ideas to resolve client issues and needs is required.
• Partner with the field on customer onboarding and retention strategies, serving as an onboarding consultant to new clients and clients experiencing / needing change in their workflows. Skilled in workflow observation and workflow modifications to integrate Natera's products into the customer's practice with ease.
• Act as the point person for any client complaint or escalation and see through resolution, assessing trends and root causes of escalations.
• Partner with internal teams to identify and resolve issues that stop clinicians and patients from having an exceptional experience
• Take point on educating clients on billing requirements and collecting missing information that is preventing Natera from testing reimbursement. Ability to drive down missing information and improve average selling price.

Qualifications

Knowledge, Skills, And Abilities