Director, Customer Success - Donor Gamete Services

CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. We lead the industry in next-generation fertility and birth solutions that help conceive, deliver, and protect healthy babies. When it’s time for people to build their families, the CooperSurgical Donor Gametes Services, California Cryobank and Donor Egg Bank USA, can help intended parents reach their goals with the highest quality donor sperm and donor eggs from rigorously screened diverse donors. Our team cares enough to want to make a difference – for the communities in which we live and work and in the well-being of women, babies and families everywhere.

We strive to continuously develop best in class people, process, and technologies. Our Donor Gametes services support those seeking to realize their dreams of creating a family, and specifically serves the LGBTQ+ community, independent parents, and those with fertility challenges in need of donor sperm and/or donor eggs.

Our Director, Customer Success role reports to the Vice President, Donor Gamete Services and will play a pivotal role in ensuring the satisfaction and success of our healthcare provider partners and patients. This position requires a deep understanding of the fertility industry, healthcare practices, and exceptional customer relationship management skills. The ideal candidate will have a proven track record of building and maintaining strong partnerships, delivering outstanding customer experiences, and leading a high-performing team. This role can be based remotely within the US or office-based/hybrid at one of our US facilities.

Responsibilities

• Travel Expectation: :10%
• Collaborate with the product development team to provide customer insights and contribute to the enhancement of our products and services.
• Proactively identify opportunities to enhance the customer experience and develop strategies to maximize customer retention and growth.
• Develop and implement a strategic customer success plan aligned with the company's goals and objectives.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to ensure the successful onboarding, implementation, and ongoing support of healthcare providers.
• Manage a team of customer success managers, providing guidance, support, and ongoing professional development.
• Serve as the primary point of contact for key healthcare provider accounts and establish strong, long-lasting relationships.
• Define and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives and drive continuous improvement.
• Analyze customer data and feedback to identify trends, issues, and areas for improvement, and work closely with internal teams to address them.
• Stay up-to-date with industry trends, best practices, and emerging technologies in order to drive innovation and maintain a competitive edge.
• Develop a deep understanding of our customers' needs, challenges, and goals in order to provide tailored solutions and drive customer satisfaction.

Qualifications

• Exceptional problem-solving and analytical skills, with a data-driven approach to decision-making.
• Proven track record of successfully managing and growing customer relationships, ideally within the healthcare services or fertility industry.
• Proactive mindset with the ability to anticipate customer needs and drive initiatives accordingly.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Demonstrated leadership abilities, including experience managing and developing a team.
• Strong understanding of healthcare providers' needs, challenges, and workflows, with the ability to propose effective solutions.
• Minimum of 7 years of progressive experience in customer success, account management, or a related field, preferably within the healthcare industry.
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and stakeholders simultaneously.
• Bachelor's degree in Business Administration, Marketing, or a related field required; advanced degree preferred.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

About Us

CooperSurgical is a market leader in the development, production, and marketing of medical devices used to advance women’s health care and minimally invasive surgery. It is an exciting, ever-evolving, and significant market that touches all our lives.

We are a company on the move, and our employees are dedicated to keeping the momentum going. Our team cares enough to want to make a difference – for the communities in which we live and work and in the well-being of women.

We offer competitive compensation and a complete benefits package to all full-time employees. Explore our current job openings. Your interest in our company will be treated with respect and kept confidential. One of our human resource professionals will personally review your resume and experience with our mutual needs in mind.