Customer Success Specialist

About the role

CSI is looking for an experienced Customer Success Specialist to join its global team supporting the Fertility industry. The role works closely with Inside Sales, Field Sales, Customer Success, and Operations to qualify intended parents for premium Refund Plans and act as a key liaison between multiple internal teams and partner clinics.

Key responsibilities

• Serve as liaison between DEB USA Medical Review Team, partner clinics, and the Refund Plans Team to determine eligibility for Assured Refund and Multi‑Egg Lot Refund Plans.
• Communicate status, expirations, withdrawals, and next steps to intended parents with empathy and professionalism.
• Troubleshoot workflow issues, perform gap assessments, and support the Refund Plans Team’s internal processes.
• Prepare and present medical reviews weekly, obtain required medical records, and compile eligibility charts.
• Handle prospective and current client inquiries, ensuring timely resolution and high‑quality service.
• Educate prospects about Refund Plans, manage complex emotional situations, and partner with clinics to accelerate match timelines.
• Collaborate cross‑functionally with DEB USA departments and maintain accurate electronic and paper client files.

Required profile

• Proven experience in customer success or client relations, preferably within the fertility or medical services sector.
• Strong understanding of the end‑to‑end customer journey and ability to manage large caseloads.
• Excellent communication skills with a compassionate, professional demeanor.
• Detail‑oriented, diligent, and capable of navigating complex processes.

Required skills

What we offer

• Opportunity to work on a global scale within a fast‑growing fertility company.
• Collaborative environment with cross‑functional teams.
• Professional development and leadership growth.