FILTROUS filtrous.com | Poway, CA
Customer Success Representative
Be the Reason Our Customers Stay, Grow, and Advocate
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 seamless onboarding, proactive engagement, 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 instrumental in driving
retention, satisfaction, and growth within your portfolio. 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: Successfully onboard 100% of new customers with a
90%+ satisfaction rating within 30–45 days. Facilitate seamless transitions from Sales and
establish clear goals to accelerate time-to-value.
• Own Retention and Drive Growth: Maintain a 90%+ retention rate across your assigned accounts
and lead all renewal conversations. Minimize churn in at-risk accounts by 90% through proactive
engagement, issue resolution, and strong relationship building.
• Monitor Customer Health: Maintain or improve customer satisfaction (CSAT) and Net Promoter
Score (NPS), tracked monthly. Track and refine customer health scores weekly using CRM and
CSM tools, proactively identifying and escalating risks.
• Turn Happy Customers into Advocates: Generate case studies, testimonials, and referrals from
satisfied customers each quarter. Collect and relay product, service, and UX feedback to Sales,
Marketing, and Product teams.
• Build Scalable Playbooks: Develop and refine Customer Success playbooks, customer journey
maps, and lifecycle stage strategies within 60–90 days. Create repeatable processes that
maintain the personal touch as Filtrous scales.
How Success is Measured
• 100% of new customers onboarded with 90%+ satisfaction rating within 30–45 days
• 90%+ retention rate maintained across assigned accounts
• 90% reduction in churn among at-risk accounts through proactive engagement
• Case studies, testimonials, or referrals generated from happy customers each quarter
• Customer Success playbooks and lifecycle strategies delivered 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 roles in a B2B
environment, 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 St. Petersburg, FL (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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