Customer Success Manager- North America

About CooperSurgical

CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.

Responsibilities

Role Summary

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 master’s degree with embryology and IVF lab experience is required.

Key Responsibilities

• 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.
• Travel approximately 25%+ (60+ days per year).

Qualifications

Qualifications:

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

Work Environment:

• Home-office based with extended computer work.
• Significant travel across North America and occasional international travel.
• Manage personal travel and expenses.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, 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.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.  If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at [email protected]

For U.S. locations that require disclosure of compensation, the starting base pay  for this role is between $90,000-120,000. The actual base pay includes many factors, and is subject to change and modification in the future.  This position may also be eligible for other types of compensation and benefits.