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.