Job Description
Customer Success Leader
Are you passionate about transforming the world through innovative biology solutions? Join us in leading the way in DNA synthesis with a revolutionary approach that delivers industry-leading results. Our team of top-tier biologists, chemists, and engineers is dedicated to overcoming critical challenges in synthetic biology, helping customers across pharma, biotech, agbio, and biomanufacturing realize the full potential of programmable biology.
About the Role:
We're looking for a strategic and hands-on leader to drive customer satisfaction, retention, and growth. In this role, you will collaborate with teams across sales, product, operations, and R&D to ensure our customers achieve their goals and maximize the value of our offerings. If you have a deep understanding of the customer lifecycle and a proven ability to effect positive change, we'd love to hear from you!
Key Responsibilities:
Cultivate a customer-centric culture focused on proactive problem-solving and value delivery.
Set clear performance goals and metrics, and regularly review team performance.
Customer Success Strategy:
Develop and implement a customer success strategy aligned with company objectives.
Create and scale processes to enhance customer adoption, retention, and satisfaction.
Identify and act on opportunities to deepen customer relationships and increase lifetime value.
Customer Onboarding & Adoption:
Oversee the onboarding process to ensure customers are well-positioned for success from the start.
Address and resolve customer issues promptly.
Develop and provide training and resources to support customer education and self-service.
Customer Experience & Retention:
Monitor and enhance customer satisfaction, proactively addressing issues to prevent churn.
Partner with the sales team to improve the overall customer experience.
Gather and analyze customer feedback to identify trends and inform product improvements.
Cross-Functional Collaboration:
Work closely with manufacturing and engineering teams to communicate customer issues and ensure timely resolutions.
Share insights with product teams to support the success of new product launches.
Data & Reporting:
Track and report on key customer success metrics, such as NPS, retention rates, and satisfaction scores.
Utilize data-driven insights to continually refine processes and strategies.
Provide regular updates to the executive team on customer success initiatives and outcomes.
Qualifications:
5+ years in customer success, account management, or a related field, with at least 3 years in a start-up environment.
Experience in a life science product organization is essential.
Experience in the synthetic biology market is a plus.
Demonstrated success in driving customer success in B2B or SaaS environments.
Proven ability to lead and scale customer success teams.
Skills:
Strong leadership abilities and experience in cross-functional engagement.
Excellent communication and interpersonal skills, with a talent for building strong relationships with customers and internal stakeholders.
Strategic thinker with the capability to turn vision into actionable plans.
Proficient in customer success platforms and CRM tools (e.g., Hubspot, Gainsight).
Education:
Bachelor's degree in life science, marketing, or a related field. An MBA or advanced degree is a plus.
Compensation & Benefits:
Salary: Annual base salary ranges from $120,000 - $160,000 based on location and experience. Final compensation includes bonus, equity, and benefits.
Benefits:
Healthcare, Dental, and Vision Coverage
Learning and Fitness Allowances
401(k) Plan
Flexible Paid Time Off
Short-Term Disability
Join us in making a significant impact in the world of synthetic biology. Apply today!
Employment Type: Full-Time
Salary: $ 120,000.00 160,000.00 Per Year
Job Tags
Full time, Temporary work, Flexible hours,