Elegen is blazing a path towards a biology-based economy with a highly innovative approach to DNA synthesis that delivers an industry leading length of 7kb in 7 business days with a 99.999% per base accuracy. Our multidisciplinary team of best-in-class biologists, chemists, hardware, and software engineers apply cutting-edge technologies and methods to solve critical bottlenecks in synthetic biology workflows to help our customers in pharma, biotech, agbio, and biomanufacturing streamline their work and realize the full potential of programmable biology.
To be successful in this role you will need to be a strategic and hands-on leader with proven strategies and tactics to drive customer satisfaction, retention, and growth. Working cross-functionally with all functions of Elegen including sales, product, operations, and R&D, you will ensure that Elegen’s customers achieve their desired outcomes and realize the full value of its offerings. The ideal candidate will have a deep understanding of the customer lifecycle, effective troubleshooting strategies, and a proven track record of effecting change in an organization to enable industry-leading customer experience.
- Cross-functional Leadership & Influence:
- Foster a customer-centric culture focused on proactive problem-solving and value delivery.
- Set clear performance goals and metrics, and regularly review team performance.
- Customer Success Strategy:
- Develop and execute a customer success strategy that aligns with the company’s goals.
- Design and implement scalable processes to drive customer adoption, retention, and satisfaction.
- Identify opportunities to expand customer relationships and increase lifetime value.
- Customer Onboarding & Adoption:
- Oversee the onboarding process, ensuring customers are set up for success from day one.
- Triage, escalate, and bring resolution to customer issues.
- Develop and deliver training and resources to support customer education and self-service.
- Customer Experience & Retention:
- Monitor customer satisfaction scores and proactively address issues to prevent churn.
- Collaborate with the sales team to identify opportunities to enhance customer experience.
- Collect and analyze customer feedback to identify trends and inform product improvements.
- Cross-Functional Collaboration:
- Work closely with manufacturing and engineering teams to communicate customer issues and align on paths to timely resolution.
- Provide insights to product teams to increase the success of new product introductions.
- Data & Reporting:
- Track and report on key customer success metrics, including NPS, retention rates, and customer satisfaction scores.
- Use data-driven insights to continuously improve processes and strategies.
- Present regular updates to the executive team on customer success initiatives and outcomes.
Qualifications:
- Experience:
- 5+ years in customer success, account management, or a related field, with at least 3 years in a start-up environment.
- Experience in a life science product organization is essential.
- Preference is given to candidates with experience in synthetic biology markets.
- Proven track record of driving customer success in a B2B or SaaS environment.
- Experience leading and scaling customer success teams.
- Skills:
- Strong leadership and cross-functional engagement.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Strategic thinker with the ability to translate vision into actionable plans.
- Proficient in using customer success platforms and CRM tools (e.g., Hubspot, Gainsight).
- Education:
- Bachelor’s degree in life science, marketing, or a related field. An MBA or advanced degree is a plus.
Salary and Benefits:
The annual base salary compensation for this role, if based in California is: $120,000 - $160,000. Compensation may be different in other locations. Final compensation also includes bonus, equity and benefits. Specific offer packages are determined by multiple factors, including candidate skill, experience, expertise, and location.
✓ Healthcare ✓ Dental ✓ Vision ✓ Learning Allowance
✓ 401K ✓ Flexible PTO ✓ Short Term Disability ✓ Fitness Allowance
About The Company:
Founded and led by Dr. Matthew Hill and located in San Carlos, CA, Elegen is well-capitalized by top life science investors, including Andreessen Horowitz, 8VC, and KdT. The company is advised and staffed by leading biotechnology scientists and entrepreneurs, including Dr. Marc Unger, inventor of the Nanoflex™ valve, and former CSO of Fluidigm. Dr. Hill has a PhD from Stanford and a proven track record of advancing innovative technologies from invention to commercial success. Over eight years in his previous role as VP of R&D at a leading molecular diagnostics company, he co-invented and launched five precision molecular diagnostic products, including a best-in-class noninvasive prenatal test used by millions. These products earn more than $350 million per year in revenue and enabled an IPO.
Elegen is an Equal Opportunity Employer.
Elegen provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law. All applicants have rights under the following Federal Employment Laws:
