Customer Success

Why work for Filtrous?

At Filtrous, we’re more than just a provider of laboratory supplies and biotech solutions – we’re a team united by a passion for science, innovation, and growth. Joining us as Customer Success means stepping into a role where your creativity, expertise, and strategic vision will shape the future of our brand. It’s about more than campaigns; it’s about forging connections, driving innovation, and making a measurable impact in the life sciences industry. If you have a fearless attitude and endless curiosity and thrive on challenges, we’ll provide the tools, resources, and support to help you succeed. Our team members thrive in an environment that is both intensely demanding and intellectually stimulating. We value hard work, honesty, and integrity and believe in fostering strong communication and continual personal and professional development. At Filtrous, you will be expected to confront intricate problems, devise groundbreaking solutions, and push the boundaries of your capabilities.

The work will be challenging, but the rewards are just as great. You'll take on high-stakes challenges, push boundaries, and see your efforts directly fuel our company's growth and success. If you're ready to make a real impact and thrive in a dynamic environment, join us and experience the fulfillment of driving meaningful progress and innovation every day.

Position Overview:

We're seeking a customer-focused, results-driven Customer Success professional to lead clients through their journey—from onboarding to renewal and expansion. In this role, you'll be instrumental in driving retention, satisfaction, and growth within your portfolio through proactive engagement and strategic account management.

Key Responsibilities:

Customer Onboarding & Engagement

• Successfully onboard 100% of new customers with a satisfaction rating of 90% within 30–45 days of each new account.
• Facilitate seamless transitions from Sales and establish clear goals to accelerate time-to-value.

Account Retention & Growth

• Maintain a 90% retention rate across your assigned accounts and lead all renewal conversations.
• Minimize churn in at-risk accounts by 90% through proactive engagement, issue resolution, and strong relationship building.

Customer Satisfaction & Health

• Maintain or improve customer satisfaction (CSAT) or Net Promoter Score (NPS) by X points, tracked monthly.
• Track and refine customer health scores weekly using CRM and CSM tools, proactively identifying and escalating risks as needed.

Advocacy & Feedback

• Generate X case studies, testimonials, or referrals from happy customers each quarter.
• Collect and relay product, service, or UX feedback to Sales, Marketing, or Product teams and track resolution paths.

Process & Playbook Development

• Develop and refine Customer Success playbooks, customer journey maps, and lifecycle stage strategies to drive impact within 60–90 days.
• Help create scalable, repeatable processes that enhance the customer success function with efficiency and a personal touch.

What problems will you solve? 

• Customer Onboarding & Engagement

Create a structured, timely, and consistent onboarding process.

Accelerate time-to-value and build early trust.

Establish a clear foundation for long-term success.

• Account Retention & Growth

Ensure active management of the customer lifecycle, especially during renewals.

Keep the company focused on customer lifetime value (LTV).

Create a revenue-generating function out of Customer Success.

• Customer Satisfaction & Health

Track key satisfaction indicators like CSAT and NPS to monitor sentiment.

Use health scores to identify and act on at-risk accounts before issues escalate.

Drive a proactive, data-driven approach to customer management.

• Advocacy & Feedback

Leverage satisfied customers for testimonials, referrals, and case studies.

Ensure feedback loops drive continuous product/service improvement.

Help the broader team stay aligned with customer needs and trends.

• Process & Playbook Development

Design and implement scalable, repeatable systems for onboarding, engagement, and renewals.

Enhance internal efficiency while breaking down knowledge silos.

Accelerate new hire ramp-up and deliver a more seamless, consistent customer experience.

Qualifications:

• Education: Bachelor’s degree in Business, Communications, Life Sciences, or a related field. An MBA or advanced degree is a plus.
• Experience:
• 3 years of experience in Customer Success, Account Management, or client-facing roles in a B2B environment—preferably within high-growth or startup companies.
• Proven track record of driving high customer retention, satisfaction, and account growth.
• Experience managing renewals, expansions, and reducing churn across a book of business.
• Background in the life sciences, biotechnology, or laboratory supplies industry is a strong advantage.
• Technical Skills:
• Proficiency with CRM and CSM platforms (e.g., HubSpot, Salesforce, Gainsight, ChurnZero).
• Familiarity with customer health scoring models, CSAT/NPS tracking, and success metrics.
• Comfortable analyzing dashboards and customer data to inform strategy and engagement.
• Soft Skills:
• Strong relationship-building and strategic account management skills.
• Excellent communication and interpersonal abilities, both internally and externally.
• Highly organized with a process-driven mindset and commitment to follow-through.
• Resilient, adaptable, and able to drive customer outcomes in a fast-paced, evolving environment.

Filtrous is an equal opportunity employer.  We value diversity and are committed to creating an inclusive environment for all employees.

Working Conditions:

• The role may require working irregular hours, including evenings and weekends.
• Some travel may be required.



Job Type: Full-time

Pay: $20-24/hr

Benefits:

• Medical
• Dental
• Vision
• 401k
• PTO

Ability to commute:

• St. Petersburg, FL (Required)

Work Location: In person