Head of Customer

Probably Genetic•San Francisco, CA

3d•Hybrid

About The Position

Probably Genetic is changing the lives of patients living with severe, complex diseases. Our data platform is used by drug developers and patient advocacy groups to develop and launch treatments for these patients. Our technology discovers undiagnosed patients online, analyzes their disease state using machine learning and at-home testing, and enables compliant communication with patients. In doing so, we help patients access diagnoses, clinical trials, and treatments as early as possible. We are a tight-knit group of hard-working, ambitious problem solvers united by a mission greater than ourselves. We do well by doing right by patients. Our annually recurring revenue is growing >6x year over year, we’re profitable, and our roadmap is packed with innovations in bioinformatics, machine learning, and drug development. We are building an all-star team to help us bring our vision to life, and we want you to be a part of it. Probably Genetic has raised multiple rounds of funding from Silicon Valley’s best investors, including Threshold, Khosla, and Y Combinator, giving us the ability to pay competitive salaries, offer great benefits, and provide meaningful equity. We’re dedicated to ensuring your journey with us is unforgettable, with incredible team retreats to places like Barbados, the Alps, Mexico, Costa Rica, and Portugal, just to name a few. About the role We are looking for a Head of Customer who will lead our Customer function, solving business problems, developing relationships, and delivering value to our large enterprise accounts.

Requirements

Enduring empathy for customers, with inherent customer-centric mentality
Ability to influence through persuasion and consensus building, with strong executive presence
Prior biopharma or healthcare industry experience with sufficient scientific background to credibly engage with relevant biopharma stakeholders
A good person. We work with some of the most marginalized populations on the planet and empathy is key
Patient-focused and motivated to have a lasting, positive impact on humanity
Comfortable in a fast-paced, often ambiguous environment with rapid change
Action-oriented and excited to build a company from the ground up

Nice To Haves

3+ years experience in biopharma customer-facing role for accounts with contract values over $1 million (e.g., Alliance Management, Account Management, Customer Success)
Built a new function or role from scratch, able to source external best-practices and implement internally, with action-oriented approach
Prior experience working at a fast-growing startup, preferably in a healthcare data or software-as-a-service (SaaS) companies

Responsibilities

Onboard new customers by engaging customer stakeholders, driving ongoing adoption, and managing renewals
Own multiple customer relationships, serving as main point of interaction to ensure customers are always delighted with our services
Establish clear customer retention goals and process milestones for each program and communicate these effectively to customers
Conduct regular check-ins with customer champions to establish a trusted, strategic advisor relationship
Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, product adoption, customer satisfaction, and overall customer health
Own key customer metrics (e.g., Net Promoter Score, Net Dollar Retention, Churn)
Develop and implement customer retention strategies to ensure customer happiness
Collaborate with internal Product and Technology teams to ensure services are achieving customer objectives
Travel at least once per month to meet with key customers (e.g., industry conferences, customer visits)
Lead Inside Sales to expand product uptake for each of our customers
Represent the voice of the customer to inform our sales process and product roadmap
Conduct initial exploratory discussions with customers to understand their need for new products and coordinate with internal Product team for initial product development process
Opportunity to hire and manage full Customer team as company grows