About the Role

Pluto Bio is a pioneering multi-omics SaaS platform that empowers pharmaceutical companies and research organizations to transform complex biological data into actionable insights. We enable cutting-edge drug discovery by combining advanced computational biology techniques with a user-friendly, collaborative software environment.

Responsibilities

• Onboarding Management: Lead comprehensive scientific onboarding processes for new clients, ensuring a smooth transition from sales to successful adoption of the platform
• Training: Develop and deliver personalized training sessions and workshops customized to assay type (e.g. RNA-seq, ChIP-seq) or objective (e.g. target discovery, biomarker discovery) to empower clients to use Pluto effectively for their research needs
• Ongoing Support: Serve as the primary customer point of contact post-implementation, addressing technical and operational inquiries and facilitating quick resolutions
• Knowledge Base Management: Develop, update, and maintain internal and external documentation, including tutorials, FAQs, and best practice guides
• Tracking & Improvement: Oversee the implementation and continuous improvement of KPIs and performance metrics, ensuring the team meets or exceeds goals related to customer satisfaction, turnaround time, and service quality
• Project Coordination: Oversee customer projects from initiation through completion, working with cross-functional teams (including Technical Support, Product Management, and Sales) to ensure deliverables meet client expectations
• Client Communication: Regularly schedule check-ins, progress reviews, and strategic sessions with clients to understand evolving needs and proactively propose enhancements or additional support services
• QA & Feedback Loop: Collect and analyze customer feedback to identify areas for improvement in onboarding, training, and support processes. Collaborate with internal stakeholders to implement enhancements.
• Customer Insights: Monitor customer health metrics and usage data to identify potential risks or opportunities for upsell and cross-sell
• Advocacy: Act as the voice of the customer within Pluto, sharing insights with Product and Engineering teams to drive product improvements and enhance client satisfaction
• Metrics & Reporting: Develop and report on customer success KPIs such as onboarding efficiency, customer satisfaction scores, retention rates, and product adoption trends

Requirements

• Bachelor’s degree in Life Sciences, Bioinformatics, or a related field; or an equivalent combination of education and experience
• Minimum of 3 years of experience in customer success, account management, or a other primary point of contact client-facing role, ideally within a SaaS or life sciences environment
• A robust working proficiency in biology and/or bioinformatics is essential to understand client research challenges and effectively translate Pluto’s capabilities for scientific users. Specific areas include: Transcriptomics, epigenetics, and genomics; Bioinformatics analyses (differential expression, PCA, pathway analysis) and visualizations (volcano plots, heatmaps); Understanding of other common bioinformatics approaches (e.g. batch correction), repositories (e.g. TCGA), and databases (e.g. STRING)
• Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Demonstrated ability to manage complex onboarding projects, provide high-quality technical support, and coordinate cross-functional teams
• Exceptional communication and presentation skills with a customer-centric mindset
• Strong organizational and project management skills, with experience using project management software (e.g., Salesforce, Asana, or similar tools)
• Proficient using a CRM (e.g. Hubspot, Salesforce) and proven ability to learn new skills quickly and adapt to new processes smoothly
• Quarterly travel will be required (e.g. industry conferences, client on-site meetings)

Preferred Qualifications

• PhD in Life Sciences, Bioinformatics, Computational Biology, or a related field
• Experience working directly with pharmaceutical or biotech clients
• Background in life sciences, healthcare technology, or computational biology
• Proficiency writing bioinformatics scripts in R or Python
• A growth mindset and passion for learning, especially about biology, bioinformatics, AI/ML, or software engineering
• Competitive insight
• Certification in project management (e.g., PMP) or customer success (e.g., Gainsight PX certification) is a plus

Benefits

• Opportunity to learn from, and work directly with, a high-growth, experienced start-up executive team with multiple successful prior acquisitions
• Hybrid in-office (Taxi Campus in RiNo, Denver) and work from home
• Remote applicants considered, especially if in a bioscience hub (e.g. Boston, Bay Area)
• Free access to the full gym at Taxi
• Laptop computer for work
• Flexible, generous paid time off
• Opportunities for career growth and development
• Medical/dental/vision insurance - 100% covered by Pluto for employees, and 50% covered for dependents
• 401k retirement plan
• Monthly company events and happy hours
• Exposure to world-class life sciences research organizations (Harvard, MD Anderson), top 20 pharma companies, and more