Manager, Oncology Customer Success

POSITION SUMMARY:

The Manager, Customer Success leads Customer Success Managers of our Oncology CSMs. This position is responsible for developing goals in a scalable way to accommodate new and ongoing Customer Success. This role primarily functions to oversee a team that onboards accounts, reduces friction from accounts having issues, and identifying new opportunities to generate revenue.

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.

QUALIFICATIONS:

Bachelor’s degree or equivalent.
Minimum of 5 years of sales or support experience, of which 2+ years experience is in a customer success or client retention role.

KNOWLEDGE, SKILLS, AND ABILITIES:

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.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.
Duties may require working outside normal working hours (evenings and weekends) at times.
This is a full-time position that requires 0-20% travel.

Compensation & Total Rewards

This range reflects a good-faith estimate of the base pay we reasonably expect to offer at the time of hire. Final compensation will vary based on experience, qualifications, and internal equity considerations.

This position is also eligible for additional compensation and benefits through Natera’s robust Total Rewards program, including:

Annual performance incentive bonus
Long-term equity awards
Comprehensive health benefits (medical, dental, vision)
401(k) with company match
Generous paid time off and company holidays
Additional wellness and work-life benefits

Compensation Range

$103,800

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$119,700 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com .

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents.

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @ natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:

About Natera

Natera is a global leader in cell-free DNA and genetic testing, dedicated to oncology, women's health, and organ health, aiming to make personalized genetic testing and diagnostics part of the standard of care to protect health and inform earlier, more targeted interventions that help lead to longer, healthier lives.