Customer Success Manager – North America

About the role

CooperSurgical is seeking a Customer Success Manager to lead onboarding, drive adoption, and grow accounts across its Pre‑implantation Genetic Testing (PGT) and broader genomics portfolio in North America. The role focuses on improving clinic workflows, ensuring smooth implementation of genomics services, and building long‑term relationships with IVF laboratories and fertility clinics.

Key responsibilities

• Support onboarding of new accounts, align goals, KPIs, and training needs.
• Assess clinic and patient workflows and recommend process improvements.
• Lead clinical experience projects aligned with the Genomics roadmap.
• Gather customer feedback and document workflow or system enhancement needs.
• Provide technical support for digital platform integrations and related 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 identify expansion opportunities.
• Act as the voice of the customer to guide product and service enhancements.
• Support investigations of embryology‑related complaints with Product Surveillance.
• Travel approximately 25% of the time, including participation in US events, congresses, and KOL activities.

Required profile

• Bachelor’s degree required; advanced embryology and IVF laboratory experience preferred.
• 3‑5 years of experience in life sciences, genetics, or related fields.
• Bilingual fluency in Spanish.
• Strong understanding of embryology/andrology workflows and laboratory systems.
• Ability to interpret and communicate clinical study findings.
• Excellent communication, professionalism, and ability to work independently.
• Passion for education and continuous learning.
• Willingness to travel as required.

Required skills