Customer Success Manager- North America

Responsibilities

The Customer Success Manager supports onboarding, customer experience, and account growth across our PGT and broader Genomics portfolio. The role focuses on improving clinic workflows, ensuring smooth implementation of genomics services, and strengthening long-term customer relationships.

A bachelor’s degree with embryology and IVF lab experience is preferred.

• 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.

Qualifications

• Bachelor’s degree required; advanced embryology and IVF laboratory experience preferred.
• 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.

Benefits

We offer an outstanding total compensation plan, including 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.