Customer Success Manager

Location: Remote (Biotech Hub: San Francisco, Boston, San Diego, Chicago)

Reports to: VP of Partnerships & Customer Success

Travel: ~25%

Overview

Plasmidsaurus is transforming the way scientists sequence DNA — delivering lightning-fast, accurate, and cost-effective long-read sequencing to thousands of labs around the world. As we scale globally and deepen our impact, we’re hiring a Customer Success Manager to help our customers succeed at every step of their scientific journey.

What You’ll Do

• As a Customer Success Manager, you’ll play a foundational role in scaling the customer experience at Plasmidsaurus. You’ll partner directly with scientists, labs, institutions, and channel partners to ensure seamless onboarding, proactive support, and long-term success.
• Own the customer lifecycle from onboarding through renewal and expansion
• Build trusted relationships with key scientific and institutional stakeholders
• Collaborate closely with our sales, lab operations, and product teams to ensure fast, accurate delivery of results
• Identify and proactively address customer needs, escalating when appropriate
• Monitor account health and usage metrics, drive product adoption, and surface opportunities for growth
• Serve as a voice of the customer — capturing feedback and translating it into actionable insights
• Help build processes, systems, and playbooks that scale
• Educate customers on new capabilities/products, best practices, and how to maximize value from our platform
• Contribute to a culture of scientific excellence and customer obsession

What We’re Looking For

• 6-8 years of experience in customer success, account management, or client-facing roles — ideally in life sciences, biotech, or scientific services
• Strong scientific fluency — experience working with researchers, sequencing labs, or genomics platforms a major plus
• Excellent communicator — you can translate technical ideas to diverse audiences
• Startup mindset — comfortable working in a fast-paced, evolving environment
• Proven ability to manage multiple accounts and priorities simultaneously
• Passion for helping customers do their best work
• Experience with CRM tools (e.g., HubSpot, Salesforce) and customer health platforms

Why Join Us

• Be part of a mission-driven, science-focused company scaling globally
• Work alongside brilliant scientists, engineers, and operators
• Influence how we build our customer success function from the ground up
• Competitive compensation, equity, and benefits
• Travel opportunities to visit key customers and attend conferences
• Join a company that’s bootstrapped, profitable, and growing fast

Ready to Help Scientists Move Faster?

We’d love to hear from you. Apply or reach out directly if you’re curious to learn more.