Customer Success Manager driving expansion revenue for Hospitable’s short - term rental software. Managing consultative customer engagement, product adoption, QBRs, and revenue pipeline performance.
About the role
- Bioinformatics customer success specialist supporting DNAstack’s precision-medicine data-sharing platform. Managing genomic pipelines, quality validation, customer onboarding, and technical issue resolution.
Responsibilities
- Serve as the primary technical point of contact for customer support tickets, partner inquiries, and data delivery requests
- Triage, diagnose, and resolve failed secondary and tertiary pipeline runs, annotation and sorting bugs, and cloud permission issues
- Lead root-cause investigations into missing variants, control sample mismatches, and runtime bottlenecks, and communicate findings to customers
- Create knowledge-base articles, runbooks, and FAQs from recurring issues
- Monitor production workflows and dataset deployments across GCP and AWS
- Define and run quality-control checks for pipeline inputs and outputs, including sample identity, coverage, and variant-level QC metrics
- Run regression and validation tests on pipeline and platform releases using reference materials such as GIAB
- Estimate and track workflow compute costs across cloud platforms
- Document incidents and track fixes through completion with engineering
- Maintain and upgrade pipeline dependencies with full re-validation
- Onboard customers by validating target capture files, metadata sheets, and sample identifiers
- Submit, track, and verify sample runs and re-analyses across customer accounts
- Re-index, reload, and verify dataset nodes across deployment environments
- Generate customized data subsets, including BAM slices, collection-level VCFs, and targeted TSV extracts
- Format and QC structural variant, short tandem repeat, and methylation outputs for partner handoffs
- Partner with Business Development on demo datasets, proofs of concept, and compute cost estimates
- Bring structured customer feedback to product and engineering to shape the roadmap
- Benchmark variant callers and pipeline parameters
- Partner with the Staff Bioinformatician on exploratory features and participate in the internal bioinformatics journal club
Requirements
- Master's degree in computational biology, bioinformatics, biostatistics, computer science, or equivalent experience
- 1–3 years of professional experience in an industry biotech, diagnostic, or clinical bioinformatics role, ideally customer- or partner-facing
- Exceptional written and verbal communication; able to explain complex technical issues to non-computational stakeholders
- Structured, methodical approach to troubleshooting and root-cause analysis
- Hands-on experience running and debugging NGS and -omics data processing pipelines
- Working knowledge of FASTQ, BAM/CRAM, VCF, and BED file types and analysis tools
- Proficiency in Python, R, or Java, with solid shell scripting and command-line skills
- Strong attention to detail and ownership of data quality
- Background in biology or genetics with critical thinking and research skills
- Eligibility to work in Canada
- Preferred: workflow languages such as WDL, CWL, Nextflow, or Snakemake, and containers such as Docker or Singularity
- Preferred: cloud computing with GCP, AWS, or Azure, or HPC environments, including monitoring and logging tools
- Preferred: automated testing or CI/CD for bioinformatics pipelines
- Preferred: quality systems or regulated environments such as CAP/CLIA or ISO 13485
- Preferred: ticketing or customer success tools such as Jira Service Management, Zendesk, or Intercom
- Preferred: long-read sequencing, including SV, STR, and methylation analysis
- Preferred: statistical skills and data visualization
- Preferred: wet lab genomics experience
- Preferred: modern AI tools such as Claude Code
Benefits
- Flexible hours and remote-friendly work, with opportunity to work on-site at the Toronto office
- Comprehensive medical, dental, and vision coverage for you and your dependents
- Three weeks vacation
- Unlimited sick days
- Maternity and parental leave top-up programs
- One-time remote office set-up stipend
- Career development and learning support
- Employee Stock Option Program opportunity
- Opportunity to contribute to open science and global data-sharing efforts
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