[Remote] Sr Customer Success Mgr at Natera

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, BiotechnologyIndustries

Requirements

Bachelor’s degree or equivalent
Minimum of 5 years of sales or support experience, of which 2+ years in a customer success or client retention role
Background in medical or biological sciences preferred
Project management skills/experience desired
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
Strong desire to work in a fast paced environment and 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 with demonstrated ability to assess and prioritize
Experience in developing and growing client relationships
Understanding of varying operational workflows by the health system
Working knowledge of key process improvement principles

Responsibilities

Maintain long-term relationships with Natera’s customers to drive strong adoption of products and programs
Increase revenue while providing a solid continuum across all elements of the customer lifecycle
Lead projects on the team and innovate new ways to delight and excite clients
Achieve higher rates of client satisfaction, retention, and turn lost/down clients around
Be seen as a trusted advisor to all clinicians in assigned region and within the team
Take ownership of key strategic accounts, health systems, and physician networks
Lead team initiatives assigned by management and identify/drive innovative ways to improve customer experience and retention
Beat and exceed expectations for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention
Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning cross-functional efforts to improve the customer journey
Lead field onboarding and related strategies across the CSM team, identifying and sharing best practices, and training colleagues
Map out workflow issues with key stakeholders in advance of EMR implementation, LIMS setups, and Salesforce build outs
Act as the point person for client complaints or escalations, see through resolution, assess trends, and identify ways to reduce root causes
Partner with internal teams to identify and resolve issues preventing clinicians and patients from having a wow experience, and identify new ways to introduce wow
Educate clients on billing requirements and collect missing information (e.g., insurance, medical records, ICD-10 codes, prior authorization) to drive down missing information and improve average selling price
Understand the end-to-end process for ordering, resulting, and billing, ensuring client workflows sustain the company's infrastructure complexity

Skills

Key technologies and capabilities for this role

Customer SuccessClient Relationship ManagementAccount ManagementWorkflow OptimizationProcess ImprovementCSATNPSOnboardingEMR ImplementationLIMSSalesforceHealthcare Workflows

Questions & Answers

Common questions about this position

What qualifications are required for the Senior Customer Success Manager role?

A Bachelor’s degree or equivalent is required, along with a minimum of 5 years of sales or customer success experience.

Is this position remote or does it require travel to a specific location?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What key skills and experiences make a strong candidate for this position?

Strong candidates have experience developing and growing client relationships, understanding operational workflows in health systems, knowledge of process improvement principles, and the ability to lead projects and innovate customer solutions.

What does the company culture or team environment look like for this role?

The role involves leading team initiatives, acting as a trusted advisor within the team, sharing best practices, and training colleagues, emphasizing innovation, collaboration, and high customer satisfaction.

Natera

Genetic testing and diagnostics solutions provider

About Natera

Natera focuses on genetic testing and diagnostics, providing advanced solutions for cancer patients, transplant patients, and individuals assessing hereditary health risks. Their main technology is cell-free DNA (cfDNA) testing, which analyzes DNA fragments in the blood to detect minimal traces of cancer and assess organ health. Natera stands out by offering specialized tests like the Signatera ctDNA test and Panorama NIPT, along with genetic counseling services. The company's goal is to improve patient care and health outcomes through accurate genetic testing.

Austin, TexasHeadquarters

2004Year Founded

$149.9MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Flexible medical plans

Investment options

Time off

Workplace perks

Risks

Hindenburg report accuses Natera of deceptive sales practices, risking legal challenges.

New Prospera Heart features may face slow adoption by healthcare providers.

Fetal RhD NIPT demand may drop post-RhIg shortage, affecting future sales.

Differentiation

Natera's Signatera test offers personalized ctDNA analysis for cancer patients.

Prospera Heart test uses unique Donor Quantity Score for transplant rejection detection.

Panorama NIPT test is a leader in non-invasive prenatal testing with 2 million tests.

Upsides

Increased adoption of liquid biopsy techniques boosts demand for Natera's cfDNA tests.

AI integration enhances accuracy and speed of Natera's cfDNA analysis.

Growing personalized medicine trend aligns with Natera's customized genetic tests.

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