Customer Success Manager

Plasmidsaurus•Boston, MA

6d•Hybrid

About The Position

Plasmidsaurus is seeking a Customer Success Manager to play a foundational role in scaling our customer experience as we grow. In this role, you will partner directly with scientists, labs, institutions, and channel partners to ensure seamless onboarding, proactive support, and long-term customer success. Reporting to the VP of Partnerships & Customer Success, you will build and manage the customer lifecycle from onboarding through renewal and expansion for a specific book of business. This role is an early and key member of our growing CS function, and you will serve as a trusted partner to customers across academic, biotech and pharmaceutical labs, helping them maximize value from our sequencing platform while collaborating closely with Sales, Lab Operations, and Product teams to ensure fast, accurate, and reliable delivery of results. This is a high-impact opportunity for someone who combines strong scientific fluency with operational rigor, excels at optimizing customer relationships, and has the experience and skills to help build the processes, systems, and playbooks that will scale customer success at Plasmidsaurus.

Requirements

5+ years of experience: in customer success, account management, or client-facing roles — ideally in relevant 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

Responsibilities

Partner directly with scientists, labs, institutions, and channel partners to ensure seamless onboarding, proactive support, and long-term success.
Build trusted relationships with key scientific and institutional stakeholders
Proactively manage the customer lifecycle from onboarding through renewal and expansion
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