Customer Success Manager

We’re a fast-growing precision health company transforming how people understand and improve their health through advanced microbiome science.

Founded by scientists and physicians, the platform uses clinical-grade testing and genomic technology to deliver personalized, actionable insights for both consumers and practitioners—making preventive, data-driven care more accessible.

We’re looking for a highly organized, relationship-driven, and proactive Customer Success Manager to own and grow B2B partnership accounts.

This role will serve as the primary point of contact for partners post-sale—leading onboarding, driving adoption, and ensuring long-term retention and expansion. You’ll work cross-functionally with Product, Operations, Marketing, and Clinical teams while building scalable systems and playbooks to support a high-quality partner experience.

• Own the full partner lifecycle: onboarding, adoption, engagement, renewal, and expansion

• Serve as the primary point of contact and trusted advisor for B2B partners

• Lead regular check-ins and quarterly business reviews (QBRs) to align on goals, KPIs, and value delivered

• Develop and monitor customer health metrics; proactively identify and mitigate risk

• Drive retention and expansion through strong relationship management and performance insights

• Track account performance and communicate key trends and opportunities to leadership

• Manage and provide oversight to an offshore resource supporting partner operations and customer support

• Maintain clean account documentation, success plans, and internal trackers

• Build scalable playbooks, templates, and processes to improve efficiency and consistency

• Partner with Product, Operations, Marketing, and Clinical teams to resolve issues and improve the customer experience

• Share customer feedback internally and advocate for improvements that drive retention and growth

• Support development of partner-facing enablement and marketing resources (e.g., onboarding materials, training decks, case studies)

• Strong partner retention and growth across accounts

• High partner satisfaction and engagement

• Reduced churn and faster resolution of issues and escalations

• Scalable systems and processes that improve the overall partner experience

• 3–5+ years in Customer Success, Account Management, or a related role

• Experience managing B2B accounts with structured QBRs and executive stakeholders

• Strong analytical skills with experience using CRMs and reporting tools (e.g., HubSpot, Salesforce, Looker, Zoho)

• Excellent communication and stakeholder management skills

• Highly organized with strong attention to detail and ability to manage multiple priorities

• Comfortable operating in a fast-paced, ambiguous startup environment

• High EQ relationship builder with strong communication skills

• Strategic thinker and problem solver

• Strong cross-functional collaborator and influencer

• Process-oriented with a systems mindset

• Proactive, detail-oriented, and resourceful

• Experience in healthtech, diagnostics, biotech, or wellness

• Experience building customer health scoring models or dashboards

• Familiarity with content creation tools (e.g., Canva, Google Slides) for partner-facing materials

• Startup experience or comfort wearing multiple hats