Customer Success Manager

About Plasmidsaurus

Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists. Our sequencing services are used daily by thousands of innovators, including Nobel laureates, Fortune 100 pharma, and over 70,000 scientists.

We began by revolutionizing plasmid sequencing, making it exponentially cheaper and faster, with innovative sequencing technologies and a global network of laboratories that turn samples into answers in hours, not weeks.

Now we are expanding that same disruptive model across all of genomics. With the launch of our new RNA-seq service, we are taking a bold step toward our vision to sequence everything, providing scientists everywhere with faster, simpler, and more affordable access to the data that powers discovery.

Every team member at Plasmidsaurus plays a crucial role in driving the future of biotech research. Together, we are building the world’s most efficient sequencing engine that operates overnight, scales globally, and helps scientists make breakthroughs faster than ever before.

This position may be fully remote, or hybrid in Chicago, IL, San Francisco, CA, or Cambridge, MA.

Plasmidsaurus is seeking a Customer Success Manager to play a foundational role in scaling our customer experience as we grow. In this role, you will partner directly with scientists, labs, institutions, and channel partners to ensure seamless onboarding, proactive support, and long-term customer success.

Reporting to the VP of Partnerships & Customer Success, you will build and manage the customer lifecycle from onboarding through renewal and expansion for a specific book of business. This role is an early and key member of our growing CS function, and you will serve as a trusted partner to customers across academic, biotech and pharmaceutical labs, helping them maximize value from our sequencing platform while collaborating closely with Sales, Lab Operations, and Product teams to ensure fast, accurate, and reliable delivery of results.

This is a high-impact opportunity for someone who combines strong scientific fluency with operational rigor, excels at optimizing customer relationships, and has the experience and skills to help build the processes, systems, and playbooks that will scale customer success at Plasmidsaurus.

What You’ll Do

• Partner directly with scientists, labs, institutions, and channel partners to ensure seamless onboarding, proactive support, and long-term success.

• Build trusted relationships with key scientific and institutional stakeholders

• Proactively manage the customer lifecycle from onboarding through renewal and expansion

• Collaborate closely with our sales, lab operations, and product teams to ensure fast, accurate delivery of results

• Identify and proactively address customer needs, escalating when appropriate

• Monitor account health and usage metrics, drive product adoption, and surface opportunities for growth

• Serve as a voice of the customer — capturing feedback and translating it into actionable insights

• Help build processes, systems, and playbooks that scale

• Educate customers on new capabilities/products, best practices, and how to maximize value from our platform

• Contribute to a culture of scientific excellence and customer obsession

What We’re Looking For

• 5+ years of experience: in customer success, account management, or client-facing roles — ideally in relevant life sciences, biotech, or scientific services

• Strong scientific fluency: experience working with researchers, sequencing labs, or genomics platforms a major plus

• Excellent communicator: you can translate technical ideas to diverse audiences

• Startup mindset: comfortable working in a fast-paced, evolving environment

• Proven ability to manage multiple accounts and priorities simultaneously

• Passion for helping customers do their best work

• Experience with CRM tools (e.g., HubSpot, Salesforce) and customer health platforms

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will thrive with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, please let us know at [email protected].