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Supports customer success and account growth for enterprise pharmaceutical, biotech, and life sciences clients. Responsibilities include onboarding engagements, managing customer relationships, expanding accounts, supporting proposals, coordinating project transitions, identifying value-added opportunities, renewing business, participating in leadership meetings, and providing consultative industry insights. The role requires strong communication, presentation, organization, multitasking, project management, and relationship-building skills.
Information Technology • Software
Support customer lifecycle through onboarding, troubleshooting, renewals, and upselling. Monitor engagement data, deliver intermediate training, manage implementation schedules and budgets, document CRM interactions, collaborate with internal teams, and capture feedback to drive product/service improvements and strong client relationships.
Top Skills:
CRM
Healthtech • Biotech
Owns customer success and strategic partner relationships for Helix’s life sciences data licensing, sponsored testing, and clinical development businesses. The role leads implementation coordination, identifies expansion opportunities, translates customer feedback into product improvements, establishes scalable customer success processes, mentors team members, and represents the function in leadership discussions. Candidates must bring extensive biopharma or life sciences partnership experience, people leadership, strong communication, and demonstrated use of AI tools to improve productivity and business outcomes.
About us
Encord is the universal data layer for AI, helping 300+ AI teams train and run models on the right data. Our platform indexes, curates, annotates, and evaluates data across the full AI lifecycle — from development through production.
Trusted by Woven by Toyota, AXA, UiPath, Zipline, and more. We're an ambitious team of 100+ working at the frontier of AI and have raised $110M in total funding, including a $60M Series C led by Wellington Management, with participation from CRV, Next47, Y Combinator, and others.
The role
We're looking for an exceptional CS Associate to join our post-sales team. You'll work closely with our Sales, Engineering, and Deployment functions to drive adoption and value delivery across our customer base.
You'll become a product expert and work with internal teams to build a well-oiled engine that consistently enables customers to get up and running successfully at scale. You will work on a mix of strategic work (ideating and executing on success plans, running growth campaigns like referral programs, customer events, or holiday merch drops) and operational work (identifying and prospecting new champions across our customer base, running onboardings and demos, guiding tech teams through best practices).
What you'll do
- Drive adoption and value delivery by working closely with Sales, Engineering, and Deployment teams throughout the customer lifecycle
- Run customer onboardings, demos, and technical best practice sessions
- Identify and prospect new champions across the existing customer base
- Ideate and execute on customer success plans and growth campaigns, including referral programs, customer events, and more
- Communicate effectively with both technical teams and executive stakeholders on project plans and progress
Who we're looking for
- A great communicator who enjoys running demos, prospecting, and building lasting customer relationships
- Equally comfortable handling in-the-weeds implementations and presenting to executives
- Highly organised with the ability to manage time across many competing priorities
- Derives energy from owning and completing projects, balancing detail-focus with bigger-picture thinking
- Ambitious, hardworking, and consistently a top performer in whatever environment you've been in — whether in academia, business, sport, or work
Experience requirements
- 1–4 years of experience in a client-facing role in a high-intensity, fast-paced environment
- Proven track record of owning and delivering projects end-to-end, with strong attention to detail
- Comfortable communicating with both technical teams and senior stakeholders
- Highly organised with the ability to manage competing priorities across a large customer book
- Experience at a B2B SaaS or high-growth tech startup is a plus
Why Encord
- Competitive salary, commission, and meaningful equity in a high-growth startup
- Clear, accelerated growth opportunities as the company scales rapidly
- Strong in-person culture: 3–5 days/week in our newly launched North Beach loft office
- Flexible PTO to fully recharge
- 18 paid vacation days in the U.S. plus federal holidays
- Annual learning & development budget
- Comprehensive health, dental, and vision coverage
- Frequent travel opportunities across the U.S., London, and Europe
- Bi-annual company offsites, twice-weekly team lunches, and monthly socials
Encord San Francisco, California, USA Office
832 Sansome St, San Francisco, California, United States, 94111 1548
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
