Head of Customer Success

To accelerate life science, we are building a platform for computational biology. Our platform enables scientists to focus on science by handling the tedious details of computational biology, such as provisioning computers and building computational environments. Led by Michael Antonov, a co-founder of Oculus, and well-funded by Formic Ventures, Formic Labs is poised to accelerate basic science, medicine, and bioengineering.

Overview

Helping our customers do ground-breaking science is in our company's DNA. We're looking for an amazing Head of Customer Success with experience in the life sciences to understand our customers challenges, support their needs, and maximize their ROI from our platform. The Head of Customer Success will help onboard our customers and ensure rapid time-to-value with our platform, check in regularly with customers to identify and resolve potential barriers to use, provide training and resources to help customers achieve their goals, help customers solve technical roadblocks in real time, and gather feedback to inform further product development. This role will focus on building long-term relationships with our customers to help them achieve their goals. The Head of Customer Success will also work alongside our Business Development, Product, Scientific Development, and Platform Engineering teams to identify key features that will benefit customers, act as a voice for customers in product planning, and help define the long-term roadmap and success of Formic Labs.

Responsibilities

• Own the relationship with customers, including onboarding, training, retention, and satisfaction
• Build strong relationships with customers and monitor their experience with our product through proactive communication to anticipate and address potential issues
• Ensure customers quickly derive value from the platform by understanding and helping solve problems, providing training, and sharing resources
• Work with the Scientific Development and Engineering teams to help customers bring their methods to our platform
• Develop and maintain customer success strategies and best practices, as well as customer support content
• Communicate effectively with both internal and external senior managers to understand our customers' needs and maximize their retention and growth
• Develop and track customer success metrics and data
• Gather feedback from customers, synthesize this data into recommendations for new features/products, and share these learnings with internal teams; act as a voice for the customer in product planning
• Lead strategic, cross-functional initiatives, such as customer journey mapping, voice-of-customer, and product feedback sessions to drive a seamless customer experience and foster a company-wide culture of customer success

Requirements

• MS or equivalent experience in bioinformatics, computational biology, or biology-related data science
• 5+ years of prior experience in customer success, customer support, sales, business development, account management, or a related role
• Exceptional ability to communicate and foster customer relationships
• Ability to listen to and understand the challenges of customers, particularly in fields such as -omics, molecular biology, cell biology, synthetic biology, microscopy, and chemistry
• Ability to proactively identify and resolve problems
• Strong understanding of value drivers in SaaS business models, and a passion for revenue and company growth
• Self-motivated, independent, adaptable, and excited about a fast-paced startup environment
• Ability to travel as needed for both customer and company meetings

Location

Formic Labs is located in South San Francisco, CA. The employee may split their time between in-person and remote work.

We prefer candidates who want to work with our team in person. We will consider exceptional remote candidates located in the US.

Benefits

This position offers competitive salary, benefits, and equity.