Client Services Lead (Post Sales / Customer Success)

About The Company Sapho Bio is the developer of a rapid microbiology release platform for precision medicine. We are a multidisciplinary team of scientists and engineers committed to transforming the lot release process through innovation, speed, and accuracy.

Analytic Services Express (ASE) is the lab services division of Sapho Bio and serves as the primary way customers engage with our offerings. Through ASE, clients access rapid, high-reliability microbiology testing solutions designed to improve turnaround times, reduce risk, and support compliance in pharmaceutical quality control.

We are a team built on ownership, accountability, and continuous improvement, scaling rapidly following product validation and commercial traction.

Our culture emphasizes agency, innovation, and continual learning.

About The Role We are seeking a high-accountability Client Services Lead to own the entire client experience post-sale. This role is critical to ensuring client success, retention, expansion, and cash collection.

You will serve as the single point of ownership for all active client relationships, working cross-functionally with sales and lab teams to ensure seamless onboarding, proactive communication, and operational excellence.

The ideal candidate is for someone who thrives in a fast-paced, high-performance environment and is motivated to build and scale a client’s success function from the ground up.

Qualifications Required

• Minimum 2+ years of experience managing B2B client relationships with measurable retention results.
• Exceptional attention to detail with strong organizational and follow-through skills
• Excellent written communication skills: a strong reader, writer (primary communication is written) proactive, ownership-driven mindset.
• Experience with accounts receivable, billing, or collections processes
• Experience with tools such as HubSpot, QuickBooks, Stripe, or similar platforms
• Ability to build processes and reporting from scratch.
• Demonstrated ability to work independently and manage multiple priorities.
• Ambitious, proactive, and solution-oriented with a mindset toward continuous improvement
• Must reside in San Carlos (surrounding areas)

Preferred

• Experience in biotech, lab services, healthcare, or SaaS environments
• Familiarity with pharmaceutical QC workflows or compounding pharmacy operations
• Prior experience in a startup or early-stage company

Core Responsibilities Client Ownership & Success

• Own all client relationships from post-sale onboarding through ongoing engagement!
• Ensure successful onboarding, including coordination of timelines, access, and workflows.

Proactive Communication

• Monitor lab operations, turnaround times, and potential disruptions.
• Communicate proactively with clients regarding delays or issues before they escalate.

Reporting & Insights

• Develop and deliver weekly client health reports including:
  • Volume and usage trends
  • Turnaround performance
  • Open issues and risks
  • Accounts receivable status
  • Client sentiment indicators

Client Engagement

• Conduct regular client check-ins to:
  • Review performance
  • Address concerns
  • Identify expansion opportunities

Accounts Receivable Ownership

• Manage invoicing, collections, and payment follow-ups using QuickBooks, Stripe, or equivalent.
• Maintain DSO targets (≤ 35 days) and escalate issues with clear action plans.

NPS & Retention Strategy

• Own the Net Promoter Score (NPS) program, including surveys, follow-ups, and reporting.
• Drive retention and expansion through proactive relationship management.

Operational Coordination

• Serve as liaison between clients, sales, and lab teams.
• Ensure alignment on priorities, timelines, and delivery expectations.

CRM & Systems

• Maintain accurate client records and activity tracking in HubSpot or equivalent CRM.

Key Performance Indicators (KPIs)

Metric

Target

Net Revenue Retention (NRR) ≥ 100%

Days Sales Outstanding (DSO) ≤ 35 days

Net Promoter Score (NPS) ≥ 50

Proactive Issue Communication @ 100%

100% on-time

Leadership visibility

Client Check-Ins

Relationship strength

TRAVEL AND LOGISTICS

This position may require periodic travel to support client engagements, operational needs, and industry events. Travel frequency will vary based on business requirements and will be communicated with reasonable advance notice.

All approved business-related travel expenses will be reimbursed in accordance with Sapho Bio’s expense reimbursement policy, which complies with applicable laws.

Compensation And Benefits

• Base Salary: $97,000- $110,000 (Based on education/experience)
• Bonus: 10%
• Paid Time Off: Unlimited PTO, plus company-recognized holidays
• Health Benefits: Medical, dental, and vision coverage
• Door Dash Credit: $25 credit for lunch and dinner while working in the office.
• 401(k) Plan (eligibility and participation subject to plan terms)

IDEAL CANDIDATE PROFILE

You Are Someone Who

• Takes full ownership of outcomes, not just tasks.
• Is highly proactive, clients never chase you.
• Understands that client success includes revenue, retention, and cash collection.
• Thrives in environments with high accountability and high expectations.
• Is motivated to build systems and improve processes continuously.

Application Requirements Your cover letter (one page) should include clear examples of:

• A time you demonstrated exceptional work ethic.
• A time you identified a critical error through attention to detail.
• A time you followed a complex protocol or SOP without cutting corners.

Life at Sapho Bio

• High-Impact Work: Contribute to transforming pharmaceutical testing and patient safety.
• Competitive Compensation: Top-tier hourly rate for part-time roles
• Fast-Paced Environment: Join a team that moves quickly and executes with purpose.
• World-Class Team: Work alongside experienced scientists and operators.
• Prime Location: Sunny, collaborative workspace in San Carlos

Sapho Bio is an equal employment opportunity employer. Employment is at-will, in accordance with California Law.