Customer Success Manager

About Phylo Phylo is an applied research lab building agentic intelligence to accelerate discovery for every biomedical scientist. We believe AI agents will fundamentally transform how biomedical research is done. Our fast-growing team brings together researchers and engineers across AI and biology, commercializing the Biomni platform. Our growing team brings together world class researchers and engineers across AI and biology. Backed by a $13.5M seed round led by a16z, Menlo Ventures and Anthropic, and advised by Nobel Prize laureate and pioneering biologists, Phylo is building the next generation of AI systems for the life sciences. About the Role Phylo is looking for a customer-oriented team player to own the post-sales experience for our most strategic enterprise accounts, and help us figure out what great customer success looks like at an early-stage company. This is a hands-on role for someone who moves fast, thrives without a playbook, and wants to build one. What you’ll do as an Customer Success Manager at Phylo: - Own the full post-sales journey for a portfolio of enterprise accounts, with a sharp focus on driving adoption and consumption of Biomni Lab. - Build relationships across the org — from VPs of Research to bench scientists and computational biologists — and become the person they call first. - Turn ad-hoc support into repeatable success plans; proactively identify and intervene when usage dips or blockers emerge. - Drive long-term NRR by proving clear ROI and partnering with AEs to surface expansion opportunities across new teams and business units. - Partner with our biologists and engineers to prioritize and structure user feedback — you're a direct line between users and the roadmap. - Lead onboarding workshops and business reviews that actually change how teams work. - Handle front-line support for your accounts; no problem is beneath you. What We're Looking For: - 2–4+ years in a customer-facing role — Customer Success, Account Management, Solutions Engineering, or Consulting — supporting enterprise customers, ideally in top 20 biopharma. - Strong biology intuition; you can translate technical capabilities into outcomes researchers care about. - Builder mindset: you want to create the function, not slot into an established one. - You're comfortable moving fast in ambiguous situations and don't wait to be told what to do. - Startup experience where ownership is high and roles are fluid. Why Join Us? - Competitive salary and equity share in building the future of biomedical discovery - Full medical, dental, and vision coverage, including free therapy sessions and eyewear stipend - 401(k) to help you build long-term financial security (US only) - Unlimited PTO to recharge when you need it (US only) - Lunch and snacks when you're in the office - Regular team offsites and company events - A culture of excellence and speed - we move fast, think big, and support each other every step of the way - Your work will directly impact our mission to 100X biomedical discoveries through AI