Full-Time Customer Success Manager

We are excited to offer an outstanding opportunity to join the DNAnexus Customer Experience Group as a Customer Success Manager (CSM). This role can be fully remote.

As a CSM, your responsibilities span four core pillars:

1. Drive Early Success: From the moment a client transitions from prospect to customer, you are their primary guide. During the Hypercare phase, you collaborate closely with clients to understand their goals and deliver immediate, tangible results. Your focus is on driving their first success with our platform—setting the stage for long-term value.
2. Build Advocacy: You manage and deepen client relationships, promote retention, address challenges, and create an experience that turns customers into loyal advocates. By understanding their evolving needs, you uncover opportunities to expand our impact.
3. Provide Strategic Mentorship: As a proactive partner, you anticipate client needs and identify areas where DNAnexus solutions can drive further success. You provide strategic guidance to help customers thrive, becoming a trusted mentor who adds lasting value.
4. Identify Trends & Influence Innovation: You don’t just solve problems—you spot patterns across accounts, forecast emerging trends, and help shape the future of our offerings. Your insights are instrumental in driving our product roadmap, making you a powerful champion for both your clients and DNAnexus.

Skills and Experience:

• Strong organizational and presentation skills.
• Proven ability to build and maintain strong client and partner relationships.
• High level of empathy and emotional intelligence.
• Recognized leadership skills.
• Excellent interpersonal and communication skills.
• Bachelor's, Master's, or PhD in Biomedical Data Management, Data Science, Bioinformatics, Computational Biology, Computer Science, or a related field.
• Computational proficiency in one or more programming languages, such as Python, R, or Bash.
• Strong working experience with Machine Learning tools and frameworks.
• Familiarity with methods for managing and analyzing genomic, clinical/phenotypic, pharmacokinetic, and molecular datasets.
• Experience with gathering technical requirements, solution design, and producing high-quality documentation.
• A proactive, entrepreneurial mindset.
• Prior experience working directly with clients and partners in the life sciences or clinical research industries.

Desired Knowledge and Skills:

• An understanding of human genetics and the effects on human diseases.
• Understanding of statistical models used in translational informatics.

The annual OTE for this role is between $150,000 - $200,000.

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