Phylo

Customer Success Manager

About

Phylo is looking for a customer-oriented team player to own the post-sales experience for our most strategic enterprise accounts, and help us figure out what great customer success looks like at an early-stage company. This is a hands-on role for someone who moves fast, thrives without a playbook, and wants to build one. What you'll do • Own the full post-sales journey for a portfolio of enterprise accounts, with a sharp focus on driving adoption and consumption of Biomni Lab. • Build relationships across the org — from VPs of Research to bench scientists and computational biologists — and become the person they call first. • Turn ad-hoc support into repeatable success plans; proactively identify and intervene when usage dips or blockers emerge. • Drive long-term NRR by proving clear ROI and partnering with AEs to surface expansion opportunities across new teams and business units. • Partner with our biologists and engineers to prioritize and structure user feedback — you're a direct line between users and the roadmap. • Lead onboarding workshops and business reviews that actually change how teams work. • Handle front-line support for your accounts; no problem is beneath you. Your skills and qualifications • 2–4+ years in a customer-facing role — Customer Success, Account Management, Solutions Engineering, or Consulting — supporting enterprise customers, ideally in top 20 biopharma. • Strong biology intuition; you can translate technical capabilities into outcomes researchers care about. • Builder mindset: you want to create the function, not slot into an established one. • You're comfortable moving fast in ambiguous situations and don't wait to be told what to do. • Startup experience where ownership is high and roles are fluid. Why Join Us? • Competitive salary and equity share in building the future of biomedical discovery • Full medical, dental, and vision coverage, including free therapy sessions and eyewear stipend • 401(k) to help you build long-term financial security (US only) • Unlimited PTO to recharge when you need it (US only) • Lunch and snacks when you're in the office • Regular team offsites and company events • A culture of excellence and speed - we move fast, think big, and support each other every step of the way • Your work will directly impact our mission to 100X biomedical discoveries through AI

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