Customer Success Manager

About Plasmidsaurus

Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists who use DNA tools to bring their ideas to life. Our DNA sequencing tools are used daily by thousands of innovators, including Nobel prize winners, dynamic biotech startups, research labs, and DIY biohackers. Our global network of labs operates day and night to enable world-changing discoveries. In 2024, we saved these scientists 2 million hours of time, radically accelerating their research. Every team member at Plasmidsaurus plays a crucial role in driving forward the future of biotech research.

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

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 here or reach out directly if you're curious to learn more.

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will thrive with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, please let us know at [email protected].