Head of Customer Success
About us
The convergence of laboratory automation, high-throughput assays, and machine learning is moving the medium of biological discovery to silicon. At LatchBio, our mission is to foster this revolution by creating a first-in-class platform that enables biologists to leverage the explosion of data that increases by orders of magnitude every year.
About the role
As head of Customer Success, you will represent the voice of the customer and marshall resources across the LatchBio organization as needed to support our customers needs and maximize the value of their investments. You will also have the opportunity to work closely with the sales and product teams to inform our sales process and product roadmap. With the rapid growth of LatchBio, you will be charged with building and nurturing our customer support talent team which will interface closely with scientists and provide strategies and improvements to drive progress on their initiatives.
Your responsibilities
Establish customer support processes and systems following established industry best practices to position the customer success team for growth
Recruit, train, nurture and retain top customer support talent as part of a fast-growing team
Drive retention and growth among our most valuable customers by understanding their product support needs and guiding them to successful outcomes
Maintain a cadence of communicating with customers about new releases, their product satisfaction, their product usage, sentiment, and mining opportunities for deeper engagement
Identify opportunities for customers to act as Nextflow advocates (e.g. testimonials, case studies, user groups)
This role might be a great fit if you ...
Have biology degree or extensive biology knowledge
Have 5+ years of experience in a technical customer success or customer support team
Have experience working with enterprise customers and stakeholders
Have experience implementing customer support systems and processes in fast-growing, early-stage, technology startups. (preferably healthcare, life science, or other enterprise software, technology or SaaS companies in similar fields)
Have experience building and maintaining relationships, while working to mitigate churn and drive engagement and lifetime value with customers
Have skills and experience with supporting customers with cloud implementation, including specific skills in linux, cloud environments, networking, storage management, and authentication
Have strong analytical skills, with the ability to translate data into insights.
Have exceptional communication skills, highly organized, collaborative and detail-oriented
Are empathetic, with a positive attitude and desire to help our customers reach their goals
Have a results-driven mentality, with a bias for speed and action.
Why join us at Latch Bio
You have the opportunity to work on challenging, high impact bio infrastructure that is immediately deployed to accelerate the discovery of new therapeutics
Strong technical coworkers in software and biology, who all have a powerful mix of intellectual curiosity and humility. The team reads and discusses 1-2 ML or biology papers every week to stay on top of the field and inspire new ideas
Competitive salary and equity. Medical, dental, and vision insurance, and a 401(k) program
