Customer Success Manager, DNAnexus

• Strong organizational and presentation skills, with a demonstrated ability to manage multiple priorities and communicate complex information effectively
• Proven ability and passion for building and maintaining strong client and partner relationships
• High level of empathy and emotional intelligence, capable of engaging with clients through both successes and challenges
• Recognized leadership skills with a track record of leading teams or projects to successful outcomes
• Excellent interpersonal and communication skills (both written and verbal), able to interface effectively with technical teams and executive stakeholders
• Bachelor's, Master's, or PhD in Biomedical Data Management, Data Science, Bioinformatics, Computational Biology, Computer Science, or a related field
• Computational proficiency in one or more programming languages, such as Python, R, or Bash
• Strong working experience with Machine Learning tools and frameworks (e.g., Scikit-learn, TensorFlow, PyTorch, etc.)
• Familiarity with methods for managing and analyzing genomic, clinical/phenotypic, pharmacokinetic, and molecular datasets (e.g., transcriptomic, metabolomic, proteomic, microbiome)
• Experience with gathering technical requirements, solution design, and producing high-quality documentation
• A proactive, entrepreneurial mindset with the ability to identify problems and deliver creative, pragmatic solutions
• Prior experience working directly with clients and partners in the life sciences or clinical research industries

Desirable

• We are excited to offer an outstanding opportunity to join the DNAnexus Customer Experience Group as a Customer Success Manager (CSM). This role can be fully remote
• As a CSM, you will play a critical role in ensuring our clients realize the full value of DNAnexus products and services. Your responsibilities span four core pillars:
• From the moment a client transitions from prospect to customer, you are their primary guide. During the Hypercare phase, you collaborate closely with clients to understand their goals and deliver immediate, tangible results. Your focus is on driving their first success with our platform—setting the stage for long-term value
• Your impact extends well beyond onboarding. You manage and deepen client relationships, promote retention, address challenges, and create an experience that turns customers into loyal advocates. By understanding their evolving needs, you uncover opportunities to expand our impact
• As a proactive partner, you anticipate client needs and identify areas where DNAnexus solutions can drive further success. You provide strategic guidance to help customers thrive, becoming a trusted mentor who adds lasting value
• You don’t just solve problems—you spot patterns across accounts, forecast emerging trends, and help shape the future of our offerings. Your insights are instrumental in driving our product roadmap, making you a powerful champion for both your clients and DNAnexus