About the roleWe are looking for a
Solutions Architect who will own the end-to-end customer relationship for biopharma partners: serving as a primary point of contact, delivering proactive insights, and translating customer needs into product improvements that drive retention and growth.
What you will do- Own the full post-sale customer relationship for key biopharma accounts, serving as key point of contact, ensuring every customer receives a consistent, high-quality experience
- Establish and run a regular cadence of customer check-ins, proactively surfacing insights and flagging risks before they become issues
- Build and maintain a consolidated backlog of customer requests, feedback, and complaints across all accounts, identifying patterns and translating them into actionable product feature requests and roadmap
- Prepare and deliver polished, data-driven insight packages and presentations for customer stakeholders by turning raw data into clear, compelling narratives
- Partner closely with the BD and engineering teams to scope and prioritize customer-informed improvements, and serve as the internal voice of the customer
- Support ownership of the customer-facing product and related customer-facing tooling, contributing to product management and roadmap decisions
- Build lightweight AI-assisted tools and automations to streamline customer reporting and reduce manual effort over time
- Collaborate with leadership on account strategy, renewal planning, and expansion opportunities across the biopharma and insurance customer portfolio
Who you areWe are looking for a few specific things that will help you succeed in this role:
- 5+ years of experience in customer success, solutions, forward-deployed engineering, product management, or a related client-facing role - ideally in a biopharma, healthtech, or data-driven B2B environment
- Demonstrated ability to independently manage senior stakeholder relationships at large organizations, including running proactive account cadences and handling escalations
- Strong data fluency - comfortable working in spreadsheets and ideally with SQL or Python to pull, clean, and package insights without heavy analytical support
- Excellent written and verbal communication skills, with a track record of producing polished customer-facing deliverables including decks, dashboards and insight summaries
- AI native - you use AI tools as a core part of your workflow and are comfortable vibe coding lightweight solutions without engineering support
- Experience translating customer feedback into product requirements and working alongside engineering to deliver improvements
Some things that are not required, but you will learn on the job:
- Familiarity with rare disease, genetics, or the biopharma drug development lifecycle
- Experience with patient-facing or healthcare data platforms
- Formal product management experience or ownership of a customer-facing platform or tool
As with all new hires at Probably Genetic, you will also need to be:
- A good person. We work with some of the most marginalized populations on the planet and empathy is key
- Patient-focused and motivated to have a lasting, positive impact on humanity
- Comfortable in a fast-paced, often ambiguous environment with rapid change
- Action-oriented and excited to build a company from the ground up
The salary range for this role is $155,000-$195,000 annually. Actual compensation offered will depend on several factors including but not limited to: work experience, education, skill level, and/or other business and organizational needs.
What we offer at Probably Genetic:- An engaging and supportive team all on a mission to improve lives
- Fair and equitable compensation with competitive early-stage equity grants
- Generous Flexible Time off policy, that we actually use
- Parental Leave Benefits (12 weeks for both birthing and non-birthing)
- Hybrid, flexible work with high-trust and autonomy
- A bright, inviting, pet-friendly office in Downtown SF near transit
- A "work from anywhere" policy, up to 4 weeks a year
- Regular team retreats in exciting destinations
- Health Benefits including medical, dental, vision, therapy, FSA, and 401k
- And so much more!
