Position Title: Customer Success Manager

FLSA Status: Exempt, Full-time Regular

Location: Remote

Travel Required: No

Who we are:

Are you looking for a new opportunity in a fast growing market space, where innovation and forward thinking is rewarded, diversity is valued, and you make a difference in the lives of others?

At Oma Fertility, an Oma Robotics brand, we believe in a world in which everyone seeking to have a child can access successful fertility treatment. We're on a mission to empower growing families with science forward, affordable treatment. We've created technology powered by AI that aims to lead to better pregnancy outcomes, built our labs to meet the most rigorous standards, designed a care approach that's personalized and personable, and are committed to ethical pricing.

This mission was the catalyst to secure financial backing to both develop the technology and open our own Oma Fertility clinics throughout the US. Recently named to Insider's list of the 34 Most Promising Women's Health Startups of 2022, and named one of Fast Company's Next Big Things in Tech in 2022, this is a rare opportunity to join a team changing one of healthcare's most important and human-centered services.

Position Summary:

The Customer Success Manager holds responsibility for supporting a team of Care Advocates for the Oma enterprise. This role will help drive customer acquisition and retention, with the goal of maintaining high levels of customer satisfaction throughout their fertility journey. The Customer Success Manager reports to the CTO.

Responsibilities may include:

• Works directly with company leaders, sales, finance, marketing, product, clinical team members and practice managers to understand the customer journey through key metrics

• Responsible for leading a team of Care Advocates and Financial Counselors as they assist patients from the lead generation stage all the way through their care plan
• Ability to manage the end-to-end pipelining cycle and processes, including optimization of leakage areas

• Manage the creation, implementation, use, and iteration of the processes to support the customers and the mission of Oma Fertility
• Identify gaps in processes that impact the success of our customers and collaborate with the teams needed to resolve those issues

Supervisory Responsibilities:

• Supervises team of Care Advocates

Minimum Qualifications:

• Minimum Bachelor's degree from a regionally accredited institution, and 2+ years of professional experience in a Customer Success, Account Management, Project Management, or other relevant experiences, ideally in a high-growth, start-up environment
• Enthusiasm for Oma Fertility's mission

Competencies:

• Excellent computer knowledge, including proficiency in Word and Excel
• Detail-oriented with strong analytical, writing, and communication skills
• Comfortable working in a startup environment and wear multiple hats
• Experience with developing best practices, creating scalable systems, and automating routine processes
• Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team
• Organized, diligent, and self-motivated
• A proven ability to inspire, coach, and motivate a team and customers

Preferred Qualifications:

• Experience with eIVF and Salesforce
• Passion for empathic healthcare and customer advocacy, fertility experience is a plus

Physical Demands and Work Environment:

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers to handle or feel, as well as talk and hear. The employee is regularly required to reach with hands and arms. The employee is required to stand and walk. The employee may lift and/or move up to 10 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement:

Thread Robotics is an equal opportunity employer. Employment and processes, including decisions to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.