The Role

We need someone who'll own client operations post-sale for pharmaceutical and biotech companies.

Your #1 metric: clients actively use the platform weekly to make better business decisions - not just logging in, but actually taking actions, running their ops, and making portfolio decisions.

You'll be the operator of their intelligence systems. This isn't support work - you're running weekly business operations for companies doing billions in revenues. You make sure the intelligence we provide actually drives their business forward.

CS Philosophy

Our Customer Success team lives by these principles:

- Predictability Beats Features - Clients need to know we're reliable more than they need new capabilities. If you say something will happen Monday, it happens Monday.

- Fast Feedback Loops Win Trust - When something's wrong, we fix it within 24 hours. When clients complain, we close the loop same day. Slow responses kill trust.

- Usage is Everything - Happy clients who don't use the product will churn. Your job is real adoption - are they making more informed decisions? Running their business differently because of us?

What You'll Do

- Own client operations post-sale: Run weekly intelligence drops, conduct regular check-ins, drive platform adoption, surface expansion opportunities.

- Make sure they're successful: Not just satisfied - successful means they're using our intelligence to make better decisions, and run their business faster.

- Work with elite teams: You'll be talking to BD leaders, R&D heads, and decision makers at some of the world's leading pharmaceutical companies.

- Build repeatable systems: Create processes, templates, and playbooks that let us scale from 10 clients to 100 without breaking.

- Partner with Product: You handle relationships and adoption, they handle data quality and technical operations. You work as a tight unit.

- Drive renewals and expansion: Proactively surface wins, quantify value delivered, identify expansion opportunities before renewal conversations.

Who We Need

- 2-4 years in customer-facing roles - ideally customer success, account management, or operations at B2B SaaS companies where clients depend on you for ongoing operations.

- Structured and organized - You naturally build systems, create templates, and document processes. Strong written communication.

- Relationship builder - Comfortable talking to executives and decision makers. Can build trust with scientists, BD teams, and senior leadership.

- Ownership mentality - You see what's broken and fix it without being asked. Don't need hand-holding. Thrive in ambiguity.

- Results-driven - You measure yourself by client outcomes (usage, renewals, expansion), not just activity (calls held, emails sent).

- Good judgment on escalation - Know when to handle issues yourself vs pull in founders. Can defuse frustrated clients while maintaining boundaries.

- Startup DNA - Comfortable with things changing, wearing multiple hats, and putting in the hours when clients need you.

- Problem-solver with initiative - Take things off clients' plates. Make their lives easier. Go the extra mile without being asked.

Nice to Have

- Experience in technical customer success or working with data/AI products

- Familiarity with pharma, biotech, or life sciences (or willingness to learn fast)

- Background in consulting, operations, or project management

- Experience building CS processes from scratch

- Comfortable with technical concepts (even if you can't code)

Not a Fit If

- You're looking for a strict 9-5 with fixed hours

- You want reactive support work (answering tickets) rather than proactive operations

- You need perfect processes handed to you - we're building them as we go

- You're uncomfortable with ambiguity or rapid change

- You avoid technical topics or working closely with engineers