About Bioz

Bioz is a Nobel Laureate-backed Silicon Valley tech startup that has built the world’s first citation-based semantic search engine for scientific research. Our patented platform transforms peer-reviewed scientific knowledge into actionable product intelligence, helping scientists and companies make smarter research and purchasing decisions.

Bioz is backed by three Nobel Prize winners, leading AI and data science experts from Google, and the former CTO of Microsoft.

The Role

Bioz is hiring a Head of Customer Success to own, scale, and optimize our post-sale customer function. This is a senior, hands-on leadership role for an experienced B2B SaaS customer success leader who knows how to drive renewals, expansions, customer adoption, retention, and long-term customer value.

You will be responsible for ensuring that Bioz customers are successful, engaged, growing, and renewing. You will work closely with Sales, Marketing, Product, RevOps, and executive leadership to build a scalable customer success motion that supports Bioz’s next phase of ARR growth.

This role is ideal for someone who has led customer success, account management, or revenue retention at an early-growth or scaling B2B SaaS company and is excited to build the systems, processes, playbooks, and team needed to support a fast-growing customer base.

What You’ll Do

Customer Retention, Renewals & Expansion

• Own the strategy and execution for customer renewals, retention, expansion, and upsell
• Build and manage a scalable customer success motion focused on ARR growth
• Develop renewal and expansion playbooks, customer health frameworks, QBR processes, and account plans
• Identify opportunities to increase customer adoption, deepen engagement, and expand customer relationships
• Partner with Sales and executive leadership on strategic renewals, upsells, and high-value customer accounts
• Improve gross revenue retention, net revenue retention, renewal rates, expansion ARR, and customer lifetime value

Customer Success Strategy & Leadership

• Define the structure, KPIs, processes, and operating cadence for Bioz’s customer success function
• Build repeatable workflows for onboarding, adoption, engagement, renewal, and expansion
• Create customer segmentation strategies and service models based on account size, growth potential, and customer needs
• Establish clear goals, dashboards, and reporting for the customer success function
• Hire, lead, coach, and develop a high-performing customer success team as the company scales

Customer Adoption & Value Realization

• Ensure customers clearly understand, adopt, and realize value from Bioz’s platform and solutions
• Develop onboarding and enablement processes that help customers achieve measurable outcomes
• Lead customer business reviews and executive check-ins with strategic accounts
• Build strong relationships with key customer stakeholders, champions, and decision-makers
• Proactively identify customer risks and create action plans to improve retention and satisfaction

Cross-Functional Collaboration

• Partner closely with Sales to ensure a smooth handoff from closed-won opportunity to successful customer launch
• Collaborate with Product to provide structured customer feedback, feature requests, and market insights
• Work with Marketing to support customer stories, case studies, testimonials, and advocacy programs
• Partner with RevOps and Finance on renewal forecasting, CRM hygiene, customer reporting, and ARR analytics
• Help align the full go-to-market organization around customer growth, retention, and value delivery

Data, Tools & CRM Excellence

• Own CRM discipline, account tracking, customer health data, renewal forecasting, and expansion pipeline visibility
• Build dashboards that track retention, renewals, upsells, product usage, adoption, customer health, and customer engagement
• Use data to identify risks, uncover expansion opportunities, and communicate results to executive leadership
• Continuously improve systems, tools, reporting, and workflows to support scalable customer success operations

Product & Market Leadership

• Develop a deep understanding of Bioz’s platform, customers, use cases, value proposition, and competitive landscape
• Ensure customers understand how Bioz helps scientific product suppliers drive visibility, credibility, engagement, and revenue
• Represent the voice of the customer internally and help influence product, go-to-market, and customer experience decisions

What We’re Looking For

Why Bioz

• Competitive salary and performance-based incentives
• Equity / stock options
• Medical, dental, and vision insurance
• Opportunity to lead a mission-critical revenue function at a company transforming how scientific research is discovered, validated, and commercialized
• High-impact role with direct visibility to executive leadership
• Opportunity to build and scale the customer success function during an important stage of ARR growth

About You

You are a builder, operator, and customer advocate. You know how to retain and grow customers, but you also know how to create the systems that make customer success scalable. You are comfortable being hands-on with strategic accounts while also building playbooks, processes, reporting, and teams.

You care deeply about customer outcomes, commercial results, and company growth. You are excited by the opportunity to help Bioz’s customers succeed while playing a key role in scaling recurring revenue.