Customer Success Representative

Customer Success Representative (Part-Time)

Be the Voice That Keeps Our Customers Coming Back

Why This Role Matters
When a new customer signs on with Filtrous, the sale is just the beginning. The real value is built in
what happens next: a smooth onboarding, proactive check-ins, and a partner who genuinely
understands their lab's needs. As our Customer Success Representative, you'll own the post-sale
relationship from onboarding through renewal and expansion. You'll be the reason customers stay,
grow, and tell their colleagues about us. In a market where switching suppliers is easy, your work
makes Filtrous the partner labs choose to keep.

What You'll Do
• Onboard Every New Customer for Success: Guide new accounts through a structured
onboarding process within 30–45 days, setting clear goals and ensuring they reach value fast.
You'll facilitate seamless handoffs from Sales so momentum is never lost.
• Own Retention and Drive Growth: Maintain a 90%+ retention rate across your portfolio. Lead
renewal conversations, identify expansion opportunities, and proactively engage at-risk accounts
before problems become cancellations.
• Monitor Customer Health: Track satisfaction scores and customer health metrics weekly using
CRM and CSM tools. Spot risks early, escalate when needed, and ensure every account gets the
attention it deserves.
• Turn Happy Customers into Advocates: Generate case studies, testimonials, and referrals from
satisfied customers each quarter. Collect and relay product feedback to Sales, Marketing, and
Product teams to close the loop.
• Manage Accounts Receivable: Track past due customer accounts and follow up to maintain
healthy cash flow. Coordinate with internal teams to resolve outstanding balances and keep
customers in good standing.
• Place Orders for Customers: Process orders directly when customers request assistance with
their purchases. Ensure accurate order entry, confirm product details, and coordinate timing with
the operations team.
• Make Service Calls: Conduct proactive outbound calls to check in with customers, surface needs,
resolve issues before they escalate, and uncover opportunities to deepen the relationship.

How Success is Measured
• Achieve 90%+ satisfaction rating on new customer onboarding within 30–45 days
• Maintain 90%+ retention rate across assigned accounts
• Reduce churn in at-risk accounts by 90% through proactive engagement and issue resolution
• Generate case studies, testimonials, or referrals from happy customers each quarter

Why You'll Love It Here
At Filtrous, you won't be a faceless support rep reading from a script. You'll be a trusted advisor to
real scientists and lab managers who rely on your guidance. You'll work in a fast-paced, high-growth
environment where your ideas for improving the customer experience actually get implemented.
You'll collaborate closely with Sales, Marketing, and Product teams, and your impact on retention and
revenue will be visible and celebrated. As we grow, so will your career—with opportunities to shape
the Customer Success function from the ground up.

Who You Are
• 1+ years of experience in Customer Success, Account Management, or client-facing B2B roles,
preferably in high-growth or startup companies
• Proven track record of driving high customer retention, satisfaction, and account growth
• Experience managing renewals, expansions, and reducing churn across a book of business
• Proficient with CRM and CSM platforms (e.g., HubSpot, Salesforce, Gainsight, ChurnZero)
• Comfortable analyzing dashboards and customer data to inform strategy and engagement
• Strong relationship-building, communication, and interpersonal skills
• Highly organized with a process-driven mindset and commitment to follow-through

Bonus points if you have:
• Bachelor's degree in Business, Communications, Life Sciences, or a related field
• Background in the life sciences, biotechnology, or laboratory supplies industry
• Familiarity with customer health scoring models, CSAT/NPS tracking, and success metrics

About Filtrous
Founded in 2017, Filtrous delivers speed, quality, and value to agile labs. We're a lab supplies
distributor serving laboratories across a wide range of scientific and industrial sectors. Our secret?
We combine uncompromising product quality with customer service that actually picks up the
phone.

Position Details
Compensation $19 – $22 per hour
Job Type Part-time
Benefits N/A
Location Poway, CA (in-person)
Schedule Monday to Friday, 20 hours per week

Ready to Join Us?
If you're passionate about building lasting customer relationships, thrive in a fast-moving
environment, and want to help shape the customer experience at a growing company, we'd love to
hear from you.

Filtrous is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment
for all employees. All qualified applicants will receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected
characteristic.