Customer Success Representative I (West Coast Region)

About Us: the company is an AI startup that develops medical artificial intelligence tests to personalize therapy for cancer patients. The company is on a mission to personalize medical decisions for patients and physicians on a global scale.

The hours of this role are Monday through Friday, 8:30 AM - 5:00 PM PST (this is a remote position).

An the company Customer Success Representative (CSR) plays a key role in delivering a world-class experience to our customers—including clinicians, clinical staff, and administrators—by supporting them through onboarding, training, and product ordering. This role combines operational execution with a customer-first mindset, emphasizing responsiveness, professionalism, and collaboration. You’ll work very closely with the sales team and cross-functionally, empowered to solve problems proactively while embodying our standards for high performance.

Essential Responsibilities

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Deliver empathetic, solution-oriented support to the company customers (clinicians, clinical staff, laboratory staff, administrators) that reflects an understanding of customer needs,  with a focus on providing the best service and ordering experience.

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A team player who collaborates with internal partners effectively (Sales, Product, Lab, Billing and Operations) to resolve customer issues and ensure professional, timely communication.

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Effectively manage orders through the review reports and/or dashboards.

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Provide support case resolution for assigned orders with accuracy and attention to detail.

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Understand and utilize information from pathology reports and other relevant clinical documents to support the order process.

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Maintain consistent documentation every day and follow standard operating procedures (SOPs).

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Balance workload while meeting responsiveness and resolution benchmarks. Prioritize work based on urgency and customer impact.

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Identify and communicate opportunities for workflow or experience improvements. Share insights from the field to contribute to product development and service enhancements.

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Approach every interaction with empathy, patience, and a genuine focus on the customer experience.

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Communicate clearly and respectfully, both in writing and verbally by delivering Professional telephone, email and instant message etiquette.

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Actively listen and tailor responses to different customer profiles and needs.

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Proactively use a problem-solving mindset to seek solutions and follow through to ensure resolution.

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Embrace change and remain resilient in a dynamic startup environment.

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Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment.

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Conflict resolution oriented and highly effective at overcoming obstacles.

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Seek constructive feedback and apply learning to improve performance.

Education and Experience Requirements

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Bachelor degree required

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2 year minimum of customer service experience within healthcare or a clinical reference laboratory

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3 years minimum experience working in a collaborative environment

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Previous sales support experience preferred

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Understanding of clinical data and ability to convey sales and marketing messages

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Thorough knowledge of customer service practices and sales principles

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Strong problem-solving, communication, and organizational skills

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Experience with Salesforce, Slack and Zendesk preferred

Equal Employee Opportunity: At the company, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients and physicians. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.