Customer Success Specialist - SynBio

📋 Description

• • Own the end-to-end customer journey for Twist Bioscience’s synthetic biology customers, acting as the single point of accountability from first order through successful project completion and long-term retention.
• • Serve as the primary voice of the customer inside Twist, translating scientific needs, timeline pressures, and business objectives into clear action plans for internal R&D, operations, and commercial teams.
• • Proactively monitor order progress through Twist’s proprietary DNA synthesis platform, flagging potential delays or quality issues early and orchestrating rapid resolution to keep research programs on track.
• • Deliver tailored onboarding for academic labs, biotech start-ups, and large pharma partners, ensuring each user can leverage Twist’s clonal genes, oligo pools, and variant libraries to maximum scientific impact.
• • Build and maintain a real-time health score for every account by synthesizing usage analytics, NPS feedback, support ticket trends, and renewal data; use this insight to prioritize outreach and design expansion plays.
• • Partner with Sales to craft data-driven renewal and upsell strategies, presenting ROI case studies that quantify time saved, cost avoided, and experimental success rates achieved with Twist’s products.
• • Translate complex genomics workflows into concise, visually compelling success plans that bench scientists, purchasing managers, and C-suite stakeholders can all understand and champion.
• • Host quarterly business reviews (QBRs) with key accounts, showcasing new product capabilities, sharing roadmap previews, and co-designing pilot projects that deepen technical integration and lock-in.
• • Champion customer feedback loops by running VOC interviews, beta programs, and user forums; distill findings into prioritized feature requests that guide Product and Engineering roadmaps.
• • Maintain expert-level fluency in Twist’s synthetic biology portfolio—gene fragments, NGS target enrichment, antibody discovery libraries, and DNA data storage—so you can advise on optimal design parameters and QC metrics.
• • Collaborate with Field Application Scientists to deliver on-site or virtual training sessions, ensuring seamless adoption of Twist’s online design tools, API ordering, and high-throughput plate formats.
• • Track customer KPIs such as turnaround time, error rates, and project milestone attainment; publish monthly scorecards that celebrate wins and transparently address gaps.
• • Act as an escalation point for high-severity technical issues, coordinating cross-functional war rooms that include Process Development, Quality, and Supply Chain to restore service within SLA.
• • Contribute to the evolution of Twist’s Customer Success tech stack—Salesforce, Gainsight, Jira—by defining new data fields, alert rules, and automation that scale personalized engagement.
• • Mentor junior CSMs and interns, sharing best practices for consultative selling, objection handling, and scientific storytelling that elevate the entire team’s performance.
• • Represent Twist at synthetic biology conferences, poster sessions, and webinars, gathering market intelligence and nurturing a community of power users who amplify our brand.
• • Uphold Twist’s core values of sustainability, transparency, and customer obsession in every interaction, ensuring that our mission to make biology easier to engineer is felt at the bench level.