Customer Success Manager

About Oma Fertility

Oma Fertility is a network of fertility clinics located across the United States that provides medical, financial, and emotional support throughout a patient’s fertility journey. Oma’s mission is to make fertility care accessible through affordable/transparent pricing and its innovative technology.

Job Summary

Oma Fertility is seeking a Customer Success Manager to support a team of Care Advocates.

This role will help drive customer acquisition and retention, with the goal of maintaining high levels of customer satisfaction throughout their fertility journey.

Key responsibilities include working directly with company leaders, sales, finance, marketing, product, clinical team members and practice managers to understand the customer journey through key metrics. As the Customer Success Manager, you will be involved directly in 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.

Required Qualifications

· Bachelor’s degree

· 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

Preferred Qualifications

· Experience with eIVF and Salesforce

· 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

• Passion for empathic healthcare and customer advocacy, fertility experience is a plus