Customer Success Manager
Own the post-sales experience for strategic enterprise biopharma accounts, driving adoption, retention, onboarding, support, and expansion. The role suits a hands-on builder with 2–4+ years of customer-facing experience, strong biology intuition, and comfort operating in an ambiguous startup environment.
About the job
Responsibilities
- Own the full post-sales journey for a portfolio of enterprise accounts, focusing on adoption and consumption of Biomni Lab.
- Build relationships with VPs of Research, bench scientists, and computational biologists.
- Turn ad hoc support into repeatable success plans and proactively address usage declines or blockers.
- Drive long-term net revenue retention by demonstrating ROI and partnering with account executives on expansion opportunities.
- Partner with biologists and engineers to prioritize and structure user feedback for the product roadmap.
- Lead onboarding workshops and business reviews.
- Provide front-line support for assigned accounts.
Requirements
- 2–4+ years in a customer-facing role such as Customer Success, Account Management, Solutions Engineering, or Consulting, supporting enterprise customers.
- Experience supporting top-20 biopharma customers is preferred.
- Strong biology intuition and the ability to translate technical capabilities into outcomes researchers value.
- Builder mindset and comfort creating a function from the ground up.
- Ability to work quickly and independently in ambiguous situations.
- Startup experience with high ownership and fluid responsibilities.
Compensation & Benefits
- Competitive salary and equity.
- Medical, dental, and vision coverage.
- Free therapy sessions and eyewear stipend.
- 401(k) plan for US employees.
- Unlimited PTO for US employees.
- Lunch and snacks in the office.
- Team offsites and company events.
Skills
Customer Success, Account Management, Solutions Engineering, Consulting, Enterprise Accounts, Biology, Biopharma, Onboarding, Business Reviews, Net Revenue Retention, Account Expansion, User Feedback
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