Solutions Architect

Probably Genetic • San Francisco, CA

1d • $155,000 - $195,000 • Hybrid

About The Position

We are looking for a Solutions Architect who will own the end-to-end customer relationship for biopharma partners: serving as a primary point of contact, delivering proactive insights, and translating customer needs into product improvements that drive retention and growth.

Requirements

• 5+ years of experience in customer success, solutions, forward-deployed engineering, product management, or a related client-facing role — ideally in a biopharma, healthtech, or data-driven B2B environment
• Demonstrated ability to independently manage senior stakeholder relationships at large organizations, including running proactive account cadences and handling escalations
• Strong data fluency — comfortable working in spreadsheets and ideally with SQL or Python to pull, clean, and package insights without heavy analytical support
• Excellent written and verbal communication skills, with a track record of producing polished customer-facing deliverables including decks, dashboards and insight summaries
• AI native — you use AI tools as a core part of your workflow and are comfortable vibe coding lightweight solutions without engineering support
• Experience translating customer feedback into product requirements and working alongside engineering to deliver improvements

Nice To Haves

• Familiarity with rare disease, genetics, or the biopharma drug development lifecycle
• Experience with patient-facing or healthcare data platforms
• Formal product management experience or ownership of a customer-facing platform or tool

Responsibilities

• Own the full post-sale customer relationship for key biopharma accounts, serving as key point of contact, ensuring every customer receives a consistent, high-quality experience
• Establish and run a regular cadence of customer check-ins, proactively surfacing insights and flagging risks before they become issues
• Build and maintain a consolidated backlog of customer requests, feedback, and complaints across all accounts, identifying patterns and translating them into actionable product feature requests and roadmap
• Prepare and deliver polished, data-driven insight packages and presentations for customer stakeholders by turning raw data into clear, compelling narratives
• Partner closely with the BD and engineering teams to scope and prioritize customer-informed improvements, and serve as the internal voice of the customer
• Support ownership of the customer-facing product and related customer-facing tooling, contributing to product management and roadmap decisions
• Build lightweight AI-assisted tools and automations to streamline customer reporting and reduce manual effort over time
• Collaborate with leadership on account strategy, renewal planning, and expansion opportunities across the biopharma and insurance customer portfolio

Benefits

• Fair and equitable compensation with competitive early-stage equity grants
• Generous Flexible Time off policy, that we actually use
• Parental Leave Benefits (12 weeks for both birthing and non-birthing)
• Hybrid, flexible work with high-trust and autonomy
• A bright, inviting, pet-friendly office in Downtown SF near transit
• A “work from anywhere” policy, up to 4 weeks a year
• Regular team retreats in exciting destinations
• Health Benefits including medical, dental, vision, therapy, FSA, and 401k

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed