Phylo
Customer Success
1mo ago
WorldwideMiddleRemotecustomer successaccount managementsolutions engineering
Manage post-sales experience and drive adoption and success for strategic enterprise accounts in a biotech context.
Responsibilities
- Own the full post-sales journey for a portfolio of enterprise accounts, with a sharp focus on driving adoption and consumption of Biomni Lab.
- Build relationships across the org — from VPs of Research to bench scientists and computational biologists — and become the person they call first.
- Turn ad-hoc support into repeatable success plans; proactively identify and intervene when usage dips or blockers emerge.
- Drive long-term NRR by proving clear ROI and partnering with AEs to surface expansion opportunities across new teams and business units.
- Partner with our biologists and engineers to prioritize and structure user feedback — you're a direct line between users and the roadmap.
- Lead onboarding workshops and business reviews that actually change how teams work.
- Handle front-line support for your accounts; no problem is beneath you.
Requirements
- 2–4+ years in a customer-facing role — Customer Success, Account Management, Solutions Engineering, or Consulting — supporting enterprise customers, ideally in top 20 biopharma.
- Strong biology intuition; you can translate technical capabilities into outcomes researchers care about.
- Builder mindset: you want to create the function, not slot into an established one.
- You're comfortable moving fast in ambiguous situations and don't wait to be told what to do.
- Startup experience where ownership is high and roles are fluid.
Conditions
- Competitive salary and equity share in building the future of biomedical discovery
- Full medical, dental, and vision coverage, including free therapy sessions and eyewear stipend
- 401(k) to help you build long-term financial security (US only)
- Unlimited PTO to recharge when you need it (US only)
- Lunch and snacks when you're in the office
- Regular team offsites and company events
- A culture of excellence and speed - we move fast, think big, and support each other every step of the way
- Your work will directly impact our mission to 100X biomedical discoveries through AI
Other
- Phylo is looking for a customer-oriented team player to own the post-sales experience for our most strategic enterprise accounts, and help us figure out what great customer success looks like at an early-stage company.
- This is a hands-on role for someone who moves fast, thrives without a playbook, and wants to build one.