Customer Success Representative

Customer Success Representative

Be the Voice That Keeps Our Customers Coming Back

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.

• 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, escalat 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 escalated, and uncover opportunities to deepen the relationship.

• 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.

• 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

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…