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