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Drive Retention, Satisfaction, and Revenue Through Exceptional Customer
Care

Why This Role Matters
Retention is revenue. At Filtrous, our growth depends not just on winning new customers, but on
keeping and expanding the ones we have. As our Customer Success Manager, you'll drive the
strategies that turn first-time buyers into long-term partners. You'll own customer satisfaction
metrics, lead revenue expansion efforts through upselling and cross-selling, and ensure operational
excellence across order management and CRM hygiene. When customers thrive, Filtrous
thrivesand you'll be the person making that happen.

What You'll Do
Grow the Customer Base: Contribute to a 10% quarterly increase in active customers by
delivering best-in-class onboarding and retention experiences that turn new buyers into repeat
purchasers.
Expand Revenue Within Accounts: Partner with Sales to increase customer sales volume by 10%
quarterly through upsell, cross-sell, and expansion efforts that align with each customer's
evolving needs.
Own Customer Satisfaction: Lead the distribution and reporting of NPS surveys, ensure high
participation, and track improvements in customer sentiment. Maintain fast, accurate response
times across phone and email.
Ensure Operational Excellence: Oversee the accuracy and efficiency of order entry and
fulfillment. Maintain clean, detailed CRM records and customer histories for visibility across
teams.
Engage High-Value Accounts: Coordinate and execute regular service calls to high-value or
at-risk customers to deepen engagement, reduce churn, and identify growth opportunities.
Support Revenue Collections: Assist finance with payment follow-ups and collections when
needed, maintaining positive customer relationships while improving cash flow.

How Success is Measured
10% quarterly increase in active customer count through onboarding and retention
10% quarterly increase in customer sales volume through upsell and cross-sell efforts
NPS survey program running with high participation and improving sentiment scores
Fast, accurate customer response times maintained across all channels
Clean CRM records with up-to-date contact information and customer histories
Regular service calls executed for all high-value and at-risk accounts

Why You'll Love It Here
At Filtrous, Customer Success isn't a support functionit's a growth engine. You'll have direct access
to leadership, the ability to influence product and service improvements based on real customer
feedback, and the satisfaction of seeing your work reflected in retention rates and revenue growth.
You'll work with a collaborative team that values ownership, speed, and doing right by the customer.
As Filtrous scales, you'll help define what world-class customer success looks like for a science
company.

Who You Are
3+ years of experience in Customer Success, Account Management, or client-facing B2B roles,
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)
Familiar with customer health scoring models, CSAT/NPS tracking, and success metrics
Comfortable analyzing dashboards and customer data to inform strategy and engagement
Strong relationship-building and strategic account management skills
Excellent communication and interpersonal abilities, both internally and externally
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
Filtrous filtrous.com Page 2
Experience with collections or accounts receivable in a customer-facing context

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 $70,000 $80,000 annually
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 customer outcomes, love turning data into action, and want to build the
customer success function at a growing science company, we'd love to hear from you.

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.