Customer Success Manager

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 thrives—and 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.

Problems You Will Solve
• New Buyers Don’t Come Back: No one today is dedicated to onboarding and retaining first-time buyers, so hard-won new customers drift away instead of turning into repeat purchasers.
• Existing Accounts Stay Flat: Current customers aren’t being grown through upselling or cross-selling, so their spending stalls at whatever they first bought and easy revenue inside existing relationships goes untapped.
• No Way To Read Customer Sentiment: There’s no running satisfaction-survey program, so Filtrous can’t tell how happy customers are or whether that feeling is rising or falling until problems have already cost it accounts.
• Slow, Inconsistent Customer Responses: Reply times across phone and email aren’t being kept fast or consistent, which undercuts the company’s core promise of service that actually picks up the phone and pushes frustrated customers toward competitors.
• Big Accounts Get No Attention: High-value and at-risk customers receive no regular, deliberate outreach, so early warning signs of churn slip by and the accounts that matter most can quietly leave before anyone steps in.

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 function—it’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
• 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.