Customer Success Manager

Company Description

DNAnexus is the enterprise platform for precision health. We are on a mission to accelerate the development, approval and delivery of personalized treatments.

Building on 15 years of bioinformatics innovation and genomics expertise, DNAnexus provides the cloud platform that centralizes and enriches multimodal omics data, supports an extensive suite of informatics use cases, and allows secure collaboration across the care continuum. DNAnexus powers a connected ecosystem trusted by the world’s precision health leaders. This flexible ecosystem makes omics and real-world data accessible, actionable, and secure, while unlocking insights that improve patient lives. For more information visit www.dnanexus.com or follow @DNAnexus on social media.

As we pursue these goals, it remains essential to us that we stay grounded in our values and adhere to the highest standards. At DNAnexus, you will be joining an ambitious, supportive, and driven team with diverse backgrounds but a shared passion to deliver on our mission to make personalized medicine a reality for all.

Job Description

Responsibilities

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:

1. Drive Early Success

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.

2. Build Advocacy

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.

3. Provide Strategic Mentorship

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.

4. Identify Trends & Influence Innovation

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.

Qualifications

• 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.

Desired Knowledge and Skills

• An understanding of human genetics and the effects on human diseases, e.g. oncology, immunology, cardiovascular
• Understanding of statistical models used in translational informatics including linear and logistic regression, linear mixed models, and collapsing analysis

The annual OTE for this role is between $150,000 – $200,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

Additional Information

Headquartered in Mountain View, California, with over 220 team members across the United States and Europe, DNAnexus is experiencing rapid growth and market adoption. With the support of leading investors including Google Ventures and Blackstone, and trusted by hundreds of the world’s biomedical leaders, the company is at the innovative forefront with our precision health data cloud to drive scientific breakthroughs. If you are interested in joining our team, please apply today!

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