Customer Success Representative

Customer Success Representative

Be the Voice That Keeps Our Customers Coming Back

Why This Role Matters
When a new customer signs on with Filtrous, the sale is just the beginning. The real value is built in what happens next: a smooth onboarding, proactive check-ins, and a partner who genuinely understands their lab’s needs. As our Customer Success Representative, you’ll own the post-sale relationship from onboarding through renewal and expansion. You’ll be the reason customers stay, grow, and tell their colleagues about us. In a market where switching suppliers is easy, your work makes Filtrous the partner labs choose to keep.

What You’ll Do
• Onboard Every New Customer for Success: Guide new accounts through a structured onboarding process within 30–45 days, setting clear goals and ensuring they reach value fast. You’ll facilitate seamless handoffs from Sales so momentum is never lost.
• Own Retention and Drive Growth: Maintain a 90%+ retention rate across your portfolio. Lead renewal conversations, identify expansion opportunities, and proactively engage at-risk accounts before problems become cancellations.
• Monitor Customer Health: Track satisfaction scores and customer health metrics weekly using CRM and CSM tools. Spot risks early, escalate when needed, and ensure every account gets the attention it deserves.
• Turn Happy Customers into Advocates: Generate case studies, testimonials, and referrals from satisfied customers each quarter. Collect and relay product feedback to Sales, Marketing, and Product teams to close the loop.
• Manage Accounts Receivable: Track past due customer accounts and follow up to maintain healthy cash flow. Coordinate with internal teams to resolve outstanding balances and keep customers in good standing.
• Place Orders for Customers: Process orders directly when customers request assistance with their purchases. Ensure accurate order entry, confirm product details, and coordinate timing with the operations team.
• Make Service Calls: Conduct proactive outbound calls to check in with customers, surface needs, resolve issues before they escalate, and uncover opportunities to deepen the relationship.

Problems You Will Solve
• New customers stall after the sale: With no one owning the handoff from Sales, freshly signed labs can lose momentum during onboarding and never reach the point where the product proves its worth.
• Accounts drift to easy alternatives: Because switching suppliers takes little effort and no one is steering renewals or expansion, customers can quietly lapse or move to a competitor when their contract comes up.
• At-risk accounts spotted too late: Without anyone watching satisfaction and account health week to week, troubled accounts surface only after they have already decided to leave, when it is too late to save them.
• Happy customers go untapped: Satisfied labs are not being turned into case studies, testimonials, or referrals, so the company loses easy proof and word-of-mouth that would win new business.
• Overdue balances tie up cash: Past-due customer accounts are not being chased consistently, which locks up money the business needs and lets otherwise good customers slip out of good standing.

How Success is Measured
• Achieve 90%+ satisfaction rating on new customer onboarding within 30–45 days
• Maintain 90%+ retention rate across assigned accounts
• Reduce churn in at-risk accounts by 90% through proactive engagement and issue resolution
• Generate case studies, testimonials, or referrals from happy customers each quarter

Why You’ll Love It Here
At Filtrous, you won’t be a faceless support rep reading from a script. You’ll be a trusted advisor to real scientists and lab managers who rely on your guidance. You’ll work in a fast-paced, high-growth environment where your ideas for improving the customer experience actually get implemented. You’ll collaborate closely with Sales, Marketing, and Product teams, and your impact on retention and revenue will be visible and celebrated. As we grow, so will your career—with opportunities to shape the Customer Success function from the ground up.

Who You Are
• 1+ years of experience in Customer Success, Account Management, or client-facing B2B roles, preferably in high-growth or startup companies
• Proven track record of driving high customer retention, satisfaction, and account growth
• Experience managing renewals, expansions, and reducing churn across a book of business
• Proficient with CRM and CSM platforms (e.g., HubSpot, Salesforce, Gainsight, ChurnZero)
• Comfortable analyzing dashboards and customer data to inform strategy and engagement
• Strong relationship-building, communication, and interpersonal skills
• Highly organized with a process-driven mindset and commitment to follow-through
Bonus points if you have:
• Bachelor’s degree in Business, Communications, Life Sciences, or a related field
• Background in the life sciences, biotechnology, or laboratory supplies industry
• Familiarity with customer health scoring models, CSAT/NPS tracking, and success metrics

About Filtrous
Founded in 2017, Filtrous delivers speed, quality, and value to agile labs. We’re a lab supplies distributor serving laboratories across a wide range of scientific and industrial sectors. Our secret? We combine uncompromising product quality with customer service that actually picks up the phone.

Position Details
Compensation $20 – $24 per hour
Job Type Full-time
Benefits Medical, Dental, Vision, 401k, PTO
Location Poway, CA (in-person)
Schedule Monday to Friday, weekends as needed
Travel Some travel may be required

Ready to Join Us?
If you’re passionate about building lasting customer relationships, thrive in a fast-moving environment, and want to help shape the customer experience at a growing company, we’d love to hear from you.

Filtrous is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.