Customer Success Representative

Customer Success Representative 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 in Austin, 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, escalation 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. Build Scalable Playbooks: Develop and refine Customer Success playbooks, journey maps, and lifecycle strategies. Create repeatable processes that maintain the personal touch as Filtrous scales. 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 Deliver Customer Success playbooks and lifecycle strategies within 60–90 days 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 3+ 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 Position Details Compensation: $20 – $24 per hour Job Type: Full‑time Benefits: Medical, Dental, Vision, 401k, PTO Location: Austin, TX (in‑person) Schedule: Monday to Friday, weekends as needed Travel: Some travel may be required 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. #J-18808-Ljbffr Biotech Recruiting