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About the role
Key responsibilities & impact- Architect and implement the 'White Glove' infrastructure, including the creation of standardized email templates, outreach cadences, and automated triggers for the onboarding journey.
- Manage and mentor a team of 4 CSMs, providing coaching on provider engagement, issue resolution, and data-driven account management.
- Build and maintain a suite of reporting tools and dashboards (utilizing Snowflake and PowerBI) to track team KPIs, sample throughput, and provider health scores.
- Define the 'Success Framework' for new provider onboarding, establishing clear benchmarks for what constitutes a 'frictionless' transition to Natera.
- Lead the integration of CRM automations and communication platforms to ensure the team can scale their 'white glove' touch without a proportional increase in manual labor.
- Identify and mitigate systemic friction points by synthesizing feedback from your team and collaborating with Product, Engineering, and Clinical Operations.
- Quantify the ROI of the White Glove program, delivering regular reports to executive leadership on provider retention, time-to-first-result, and long-term test utilization.
- Standardize cross-functional workflows with MSLs and Sales to ensure a unified Natera voice during the critical first 90 days of the provider relationship.
- Quantify the impact of high-touch intervention on long-term provider retention and test utilization.
Requirements
What you’ll need- A bachelor's degree required; MBA or advanced degree in Healthcare/Bio-Tech preferred.
- 7+ years of experience, with at least 2 years in a leadership or people management capacity within Customer Success or Sales Operations.
- Technical mastery of CRM and Data tools; experience building complex automations and advanced reporting in Snowflake, PowerBI, or similar tech stacks.
- Background in Oncology or Molecular Diagnostics is highly desired; familiarity with clinical lab workflows and provider expectations is essential.
- Proven experience creating programs, templates, and operational processes from scratch in a fast-paced environment.
- Strong operator capable of driving alignment across matrixed teams, including Sales, Medical Affairs, and IT.
- Project management experience preferred, with ability to coordinate cross-functional projects, manage timelines and competing priorities, and drive execution.
Benefits
Comp & perks- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
- Free testing for Natera employees and their immediate families.
- Fertility care benefits.
- Pregnancy and baby bonding leave.
- 401k benefits.
- Commuter benefits.
- Generous employee referral program.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CRMData toolsAutomationsReportingSnowflakePowerBIProject managementOperational processesEmail templatesOutreach cadences
Soft Skills
LeadershipMentoringCoachingData-driven decision makingCollaborationAlignmentProblem-solvingCommunicationOrganizational skillsExecution
Certifications
Bachelor's degreeMBAAdvanced degree in HealthcareAdvanced degree in Bio-Tech