Customer Success Representative (CA)

FILTROUS filtrous.com | Poway, CA
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.
• Build Scalable Playbooks: Develop and refine Customer Success playbooks, journey maps, and
lifecycle strategies. Create repeatable processes that maintain the personal touch as Filtrous
scales.
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
• Deliver Customer Success playbooks and lifecycle strategies within 60–90 days
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
• 3+ 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
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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.
Apply at: filtrous.com/pages/careers
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.
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