Customer Success Manager for a Startup

Role SummaryThe Inside Sales & Customer Success Specialist drives growth by managing inbound leads, nurturing accounts, and ensuring customers are supported through onboarding, education, and engagement campaigns. Success is measured by responsiveness, conversion rates, account growth, and retention.

Key Responsibilities

Lead Management & Inside Sales

• Respond to inbound leads via HubSpot and direct channels within 2 business hours, including appropriate team members to communication when appropriate
• Track current leads and conversion rates
• Qualify and nurture leads, driving conversion rates of at least 25–30% from lead to active account
• Maintain a structured outreach cadence (minimum 3 touches in first 15 business days)
• Track lead activity and pipeline status to ensure 100% of leads have an assigned next step

Customer Onboarding & Engagement

• Schedule and complete onboarding sessions within 2 weeks of account creation
• Achieve >90% completion rate on onboarding sessions booked
• Monitor and follow up on no-shows within 24 hours and follow scheduled cadence of follow-ups to achieve a reschedule.
• Nurture newly onboarded accounts to have 1st lab order placed within 2 weeks of attending onboarding for goal >65% of accounts
• Deploy post-onboarding email campaigns with >40% open rates and >10% click-through rates

Customer Success & Retention

• Conduct 1st result review call for each account within 8 weeks of onboarding
• Conduct results reviews with 100% of new accounts during the first quarter and schedule quarterly check-ins with active accounts
• Track customer utilization with goal of 70%+ active monthly usage across accounts
• Re-engage inactive accounts within 30 days of inactivity
• Goal to maintain 90%+ retention rate among active customer accounts

Reporting & Goal Setting

• Update and deliver weekly account activity and pipeline reports to sales leadership
• Track KPIs including:
• Lead response time
• Lead conversion rate
• Account utilization (tests per month)
• Retention rate
• Email campaign engagement
• Support sales leadership in setting quarterly growth targets and track progress against goals

Sales & Marketing Alignment

• Partner with marketing to improve lead nurture campaigns, aiming for 10%+ lift in conversion from campaign-driven leads
• Provide feedback from customer interactions to improve messaging, onboarding content, and enablement tools
• Maintain CRM hygiene with 100% of accounts updated weekly
• Support identifying / following up on opportunities for co-branding / collaboration on socials in commercial customer base.
• Identify accounts with marketing personnel to connect with and connect with the company's marketing team (ex: opportunities to add the test to websites, etc.)

Compensation

Starting salary for inside sales role is $65,000/year and eligible for incentive compensation based on sales objectives and growth for an additional $12,000/year.  The incentive compensation will take effect after the first quarter of employment. 

Compensation includes health, dental, 401K, life insurance and expense reimbursement.

The company will provide the equipment necessary to meet and exceed the goals.

We are seeking individuals with a strong sense of ownership, passion and commitment to excellence, teamwork and a love for helping others.