Customer Success Director – Global
CooperCompanies
full-time
Posted on:
Location Type: Remote
Location: Connecticut • United States
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Salary
💰 $120,000 - $180,000 per year
Job Level
About the role
- Own and execute 1–3 year operational plans for the Customer Success function, translating Genomics and commercial strategy into scalable execution.
- Lead and develop a global Customer Success team while defining future-state capabilities, roles, and operating models.
- Design, standardize, and continuously improve global onboarding, adoption, and retention frameworks, including KPIs, SOPs, and governance.
- Drive moderate to significant process, system, and workflow innovations that improve customer experience, scalability, and performance across regions.
- Lead cross-functional execution for new test launches and portfolio updates, ensuring operational readiness and consistent customer impact.
- Partner with Commercial, Marketing, and Clinical teams to deliver education, enablement, and adoption programs that drive measurable customer value.
- Analyze customer and account data to identify complex, cross-functional risks and growth opportunities, developing data-backed business cases and action plans.
- Establish customer health models, dashboards, and reporting standards to enable proactive intervention and strategic decision-making.
- Lead root-cause analysis and resolution of ambiguous, multi-variable problems impacting multiple functions or specialties.
- Conduct executive-level QBRs focused on value realization, long-term partnership growth, and strategic alignment.
- Identify and mitigate churn risks using predictive indicators and structured intervention strategies
Requirements
- Advanced degree preferred (MS, MBA, or equivalent).
- Experience in reproductive genetics
- Strong understanding of the clinical applications of genetic testing
- Strong analytical skills with the ability to interpret and communicate data effectively.
- Experience in customer success, clinical support, or technically complex products.
- Excellent communication, project management, and relationship-building abilities.
- Minimum 3 years of experience in the genomics space
- Experience in a customer-facing or commercial support role is a strong plus
Benefits
- medical coverage
- 401(k)
- parental leave
- fertility benefits
- paid time off for vacation, personal, sick and holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisproject managementcustomer successgenetic testingonboarding frameworksretention frameworksKPI developmentSOP developmentroot-cause analysispredictive indicators
Soft Skills
analytical skillscommunicationrelationship-buildingleadershipproblem-solvingstrategic decision-makingcross-functional collaborationexecutive communicationorganizational skillseducation enablement
Certifications
MSMBA