Head of Customer

IMPORTANT: Please complete our Ashby application form linked below in order to be considered for this role. Sending a message through WaaS is not sufficient. Unfortunately, if we do not receive an application from you, we will not be able to consider your candidacy.

Click here to complete an application: https://jobs.ashbyhq.com/probablygenetic

About the role

We are looking for a Head of Customer who will lead our Customer function, solving business problems, developing relationships, and delivering value to our large enterprise accounts.

What you will do

You will solve business problems and develop relationships with our largest enterprise accounts to deliver value to our most important customers. You will be the first hire in a brand-new function, reporting to the executive leading the Revenue / Business Development function. As an individual contributor, initially, you will have the opportunity to build a team as the company grows.

You will lead our Customer Success / Account Management function:

• Onboard new customers by engaging customer stakeholders, driving ongoing adoption, and managing renewals

• Own multiple customer relationships, serving as main point of interaction to ensure customers are always delighted with our services

• Establish clear customer retention goals and process milestones for each program and communicate these effectively to customers

• Conduct regular check-ins with customer champions to establish a trusted, strategic advisor relationship

• Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, product adoption, customer satisfaction, and overall customer health

• Own key customer metrics (e.g., Net Promoter Score, Net Dollar Retention, Churn)

• Develop and implement customer retention strategies to ensure customer happiness

• Collaborate with internal Product and Technology teams to ensure services are achieving customer objectives

• Travel at least once per month to meet with key customers (e.g., industry conferences, customer visits)

You will lead our Inside Sales function:

• Lead Inside Sales to expand product uptake for each of our customers

• Represent the voice of the customer to inform our sales process and product roadmap

• Conduct initial exploratory discussions with customers to understand their need for new products and coordinate with internal Product team for initial product development process

You will grow with the company:

• Opportunity to hire and manage full Customer team as company grows

What will help you succeed in this role:

• Enduring empathy for customers, with inherent customer-centric mentality 

• Ability to influence through persuasion and consensus building, with strong executive presence

• Prior biopharma or healthcare industry experience with sufficient scientific background to credibly engage with relevant biopharma stakeholders

Some things that are preferred but not required (or you will learn on the job):

• 3+ years experience in biopharma customer-facing role for accounts with contract values over $1 million (e.g., Alliance Management, Account Management, Customer Success)

• Built a new function or role from scratch, able to source external best-practices and implement internally, with action-oriented approach

• Prior experience working at a fast-growing startup, preferably in a healthcare data or software-as-a-service (SaaS) companies

As with all new hires at Probably Genetic, you will also need to be:

• A good person. We work with some of the most marginalized populations on the planet and empathy is key

• Patient-focused and motivated to have a lasting, positive impact on humanity

• Comfortable in a fast-paced, often ambiguous environment with rapid change

• Action-oriented and excited to build a company from the ground up

The salary range for this role is $119,000-$201,000 annually. Actual compensation offered will depend on several factors including but not limited to: work experience, education, skill level, and/or other business and organizational needs.

What we offer at Probably Genetic:

• An engaging and supportive team

• 30 days of vacation a year

• Hybrid, flexible work

• A “work from anywhere” policy, up to 4 weeks a year

• Competitive equity grants

• All-expenses paid quarterly team retreats

• Benefits including medical and dental

The preferred location for this role is in San Francisco (working on-site 3 days a week).  We will consider remote applicants located in major metropolitan areas who are able to travel to our headquarters in San Francisco approximately twice per quarter. Relocation is not offered for this role. 

Probably Genetic is committed to fostering a welcoming and inclusive work environment for people of all genders, sexuality, ethnicity, socioeconomic background and life experiences. We urge candidates of all backgrounds to apply. If you require specific accommodations as you interview or consider working with us, please let us know.