Customer Success

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