Associate Director, Customer Success – Life Sciences
Helix · California, United States · 1 mo ago
RemoteRemoteOTHR$162k–$218k/yrFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "Who We Are & What We Do" (intro), "What is special about this role?" (description), bullet list of responsibilities (starting with "As an Associate Director, Customer Success (Life Science), you will:" then list). Then "About You" (requirements). Then "Pluses". Then "Expected Interview Process". Then "Expected Pay For This Role" (Pay). Then benefits description. Then "What To Expect During Your First 90 Days" (maybe schedule? Not exactly schedule but could be considered schedule? The instruction says use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content to those headings only if there is real specific content. We should not create sections with filler. We need to decide which sections we have content for.
We have:
- About the role: we have intro "Who We Are & What We Do" and "What is special about this role?" Could be considered About the role. We'll put that in
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content to those headings only if there is real specific content. We should not create sections with filler. We need to decide which sections we have content for.
We have:
- About the role: we have intro "Who We Are & What We Do" and "What is special about this role?" Could be considered About the role. We'll put that in About the role
with paragraphs.
- Responsibilities: the bullet list after "As an Associate Director, Customer Success (Life Science), you will:" includes many items. We'll put that under Responsibilities
with - items.
- Requirements: The "About You" section lists qualifications: 10+ years..., 3+ years..., etc. That's requirements. We'll put under
Requirements
with .
- Qualifications: Might be overlapping with requirements; but we could treat "Pluses" as Qualifications? Actually "Pluses" are preferred qualifications. Could be Qualifications section. We'll put under Qualifications
with plus items.
- Skills: Could be derived from "About You" includes skills like relationship builder, communication, AI fluency, etc. But we already used those in Requirements. Might be redundant. Better to not create Skills if content is thin. We'll skip Skills if not distinct.
- Benefits: We have benefits paragraph after "Aside from working alongside brilliant...". We'll put under Benefits
with items.
- Pay: We have "Expected Pay For This Role" with base salary range, bonus, equity. We'll put under Pay
with describing.
- Schedule: Not present. No schedule info. So we skip Schedule.
Also we have "Expected Interview Process" maybe could be considered something else but not in allowed headings. Should we include? The instruction says use those headings only; we should not create other headings. So we should either incorporate interview process into something else? Could be part of About the role? Probably better to omit it as it's not in allowed headings. However we must preserve ALL substantive information; we cannot drop it. But we can maybe put it under a generic
without heading? The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but says use for section headings (e.g...). It might be okay to have other headings but they want those specific ones. Safer to include interview process as a paragraph without heading, maybe under a generic
. But they said "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That implies we should use those headings for sections; we can still have other headings but they'd be non-standard. To be safe, we can incorporate interview process into a
under About the role or maybe as a separate
without heading. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't say we cannot have other headings, but they gave examples. I'd include interview process as a
after About the role maybe.
Also we have "Expected Interview Process" list; we can turn into
.
We also have "Expected Pay For This Role" we already have Pay.
We also have "What To Expect During Your First 90 Days" maybe could be considered Schedule? Not exactly schedule but could be considered onboarding timeline. Could be placed under Schedule heading? The instruction says Schedule heading for schedule info. This is about first 90 days, which is a schedule of onboarding. Could be appropriate to put under Schedule. We'll put that under Schedule
with items for each phase.
Thus we will have sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay, Schedule.
We need to ensure we don't repeat job title as heading. We'll not.
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. We'll strip the EEO paragraph and Privacy Notice line etc.
We need to preserve all substantive information.
Let's extract content.
Intro: "Who We Are & What We Do At Helix, our mission is simple: to help everyone improve their lives through their DNA. Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics."
Next: "What is special about this role? Helix's Life Science business sits at the center of how biopharma partners realize value from the Helix Research Network, spanning data licensing, sponsored testing programs, and clinical development engagements. As the owner of Customer Success for Life Science, you'll drive how Helix delivers success across this business and own the partner relationships that fuel its growth. Helix is an AI-forward company, and this role is expected to use AI tooling to work smarter and scale their own impact from day one."
Then responsibilities list:
- Own end-to-end customer success for Helix's Life Science data licensing business, sponsored testing programs, and clinical development engagements as the primary relationship owner across the portfolio.
- Build strong relationships between our Delivery/Technical team to ensure implementation and technical delivery translate into a seamless customer experience.
- Develop deep fluency in the Helix product and the Helix Research Network to proactively identify upsell and expansion opportunities, packaging and sharing them with the BD lead.
- Serve as the voice of the customer internally, synthesizing feedback into clear, actionable input for product and technical teams to improve the platform and data offerings.
- Define and own the operating model for Customer Success within Life Science, the processes, cadences, and playbooks the function will run on as it scales.
- As Life Science customer volume grows, help shape and lead the team that supports it. This is inclusive of coaching, mentoring and development of more junior members of the cross functional team.
- Use AI tools to scale your own effectiveness, from managing multiple concurrent engagements to synthesizing customer feedback and account intelligence, and bring that fluency to how the team operates as it grows.
- Build trusted, senior-level relationships with partner organizations, acting as a credible, consistent point of contact across the life of each engagement.
- Represent Customer Success in Life Science leadership and strategy discussions, ensuring the function's priorities are aligned with broader business goals.
Then "About You" requirements:
- 10+ years managing strategic partner relationships in biopharma or life sciences related to RWD / data licensing, sponsored research/testing programs, or clinical development
- 3+ years of direct people leadership experience
- Highly organized, with the ability to effectively manage multiple concurrent partner engagements and competing priorities.
- Genuine curiosity about the product, the data, and each partner's business goals that drives you to keep learning and to spot opportunities others miss.
- A natural relationship builder who earns trust quickly with both external partners and internal cross-functional teams.
- A strong team player who works effectively with technical/delivery counterparts without needing to own the technical parts of the work.
- Excellent written and verbal communication skills, comfortable representing Helix to senior stakeholders at partner organizations.
- Demonstrated fluency with AI tools, with concrete examples of using them to drive business outcomes or scale your own productivity, not just casual familiarity.
Then "Pluses":
- Background in genomics, real-world evidence (RWE).
- Prior experience standing up or scaling a Customer Success or Delivery function.
- Bachelor's degree in a life science field or equivalent.
Then "Expected Interview Process":
- Recruiter Screen
- Manager Screen/Tech Screen
- Virtual Onsite
- Offer
Then "Expected Pay For This Role":
- There are 3 distinct parts to your Helix offer: 1) Base Salary 2) Annual Bonus 3) Equity
- Expected Helix Base: $162,000 - $217,500
- Expected Helix Discretionary Annual Bonus: 15% of your annual salary
- Equity: We offer generous equity at Helix. If you receive a Helix offer your recruiter will book dedicated time with you to educate you on our equity model.
Then benefits paragraph:
- Aside from working alongside brilliant, dedicated, passionate, down-to-earth, curious, warm, and thoughtful people, we also provide great benefits:
- Comprehensive Health Insurance with Date of Hire eligibility
- Above average employer paid premium coverage
- 12 weeks Helix Paid Parental Leave option
- 401(k) with employer matching of up to 3% and 100% Vesting on the Date of Hire
- Comprehensive Well-Being Benefits
- Flexible PTO
- Remote options for many roles and a home office stipend
Then "What To Expect During Your First 90 Days":
- First 30 days: you’ll spend time learning the Helix way, completing training and onboarding for your roles, and getting introduced to your team and relevant stakeholders. You’ll also gain a deeper understanding of our customers, our products, the impact we make in the lives of our communities, and how to thrive at Helix through participation in Helix U.
- Day 30 - 60: you’ll spend time contributing to projects, deeply familiarizing yourself with team and company processes, and developing a deeper understanding of Helix’s products, services and capabilities.
- Day 60 - 90: you’ll build your OKRs with your manager, start to take ownership of projects and initiatives on your team, and begin to demonstrate your impact on the Helix mission.
We also have a line: "Compensation The base pay range for this role is $162,000 – $217,500 per year." This duplicates pay info; we can ignore duplicate.
Now we need to output HTML fragment.
We'll wrap sections in and content.
For About the role: combine intro paragraphs into
maybe two paragraphs.
We'll output:
About the role
At Helix, our mission is simple: to help everyone improve their lives through their DNA. Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics.
What is special about this role? Helix's Life Science business sits at the center of how biopharma partners realize value from the Helix Research Network, spanning data licensing, sponsored testing programs, and clinical development engagements. As the owner of Customer Success for Life Science, you'll drive how Helix delivers success across this business and own the partner relationships that fuel its growth. Helix is an AI-forward company, and this role is expected to use AI tooling
Requirements
with- .
- Qualifications: Might be overlapping with requirements; but we could treat "Pluses" as Qualifications? Actually "Pluses" are preferred qualifications. Could be Qualifications section. We'll put under
Qualifications
with plus items. - Skills: Could be derived from "About You" includes skills like relationship builder, communication, AI fluency, etc. But we already used those in Requirements. Might be redundant. Better to not create Skills if content is thin. We'll skip Skills if not distinct. - Benefits: We have benefits paragraph after "Aside from working alongside brilliant...". We'll put underBenefits
with- items.
- Pay: We have "Expected Pay For This Role" with base salary range, bonus, equity. We'll put under
Pay
withdescribing. - Schedule: Not present. No schedule info. So we skip Schedule. Also we have "Expected Interview Process" maybe could be considered something else but not in allowed headings. Should we include? The instruction says use those headings only; we should not create other headings. So we should either incorporate interview process into something else? Could be part of About the role? Probably better to omit it as it's not in allowed headings. However we must preserve ALL substantive information; we cannot drop it. But we can maybe put it under a generic
without heading? The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but says use for section headings (e.g...). It might be okay to have other headings but they want those specific ones. Safer to include interview process as a paragraph without heading, maybe under a generic
. But they said "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That implies we should use those headings for sections; we can still have other headings but they'd be non-standard. To be safe, we can incorporate interview process into a
under About the role or maybe as a separate
without heading. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't say we cannot have other headings, but they gave examples. I'd include interview process as a
after About the role maybe. Also we have "Expected Interview Process" list; we can turn into
- .
We also have "Expected Pay For This Role" we already have Pay.
We also have "What To Expect During Your First 90 Days" maybe could be considered Schedule? Not exactly schedule but could be considered onboarding timeline. Could be placed under Schedule heading? The instruction says Schedule heading for schedule info. This is about first 90 days, which is a schedule of onboarding. Could be appropriate to put under Schedule. We'll put that under
Schedule
with- items for each phase.
Thus we will have sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay, Schedule.
We need to ensure we don't repeat job title as heading. We'll not.
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. We'll strip the EEO paragraph and Privacy Notice line etc.
We need to preserve all substantive information.
Let's extract content.
Intro: "Who We Are & What We Do At Helix, our mission is simple: to help everyone improve their lives through their DNA. Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics."
Next: "What is special about this role? Helix's Life Science business sits at the center of how biopharma partners realize value from the Helix Research Network, spanning data licensing, sponsored testing programs, and clinical development engagements. As the owner of Customer Success for Life Science, you'll drive how Helix delivers success across this business and own the partner relationships that fuel its growth. Helix is an AI-forward company, and this role is expected to use AI tooling to work smarter and scale their own impact from day one."
Then responsibilities list:
- Own end-to-end customer success for Helix's Life Science data licensing business, sponsored testing programs, and clinical development engagements as the primary relationship owner across the portfolio.
- Build strong relationships between our Delivery/Technical team to ensure implementation and technical delivery translate into a seamless customer experience.
- Develop deep fluency in the Helix product and the Helix Research Network to proactively identify upsell and expansion opportunities, packaging and sharing them with the BD lead.
- Serve as the voice of the customer internally, synthesizing feedback into clear, actionable input for product and technical teams to improve the platform and data offerings.
- Define and own the operating model for Customer Success within Life Science, the processes, cadences, and playbooks the function will run on as it scales.
- As Life Science customer volume grows, help shape and lead the team that supports it. This is inclusive of coaching, mentoring and development of more junior members of the cross functional team.
- Use AI tools to scale your own effectiveness, from managing multiple concurrent engagements to synthesizing customer feedback and account intelligence, and bring that fluency to how the team operates as it grows.
- Build trusted, senior-level relationships with partner organizations, acting as a credible, consistent point of contact across the life of each engagement.
- Represent Customer Success in Life Science leadership and strategy discussions, ensuring the function's priorities are aligned with broader business goals.
Then "About You" requirements:
- 10+ years managing strategic partner relationships in biopharma or life sciences related to RWD / data licensing, sponsored research/testing programs, or clinical development
- 3+ years of direct people leadership experience
- Highly organized, with the ability to effectively manage multiple concurrent partner engagements and competing priorities.
- Genuine curiosity about the product, the data, and each partner's business goals that drives you to keep learning and to spot opportunities others miss.
- A natural relationship builder who earns trust quickly with both external partners and internal cross-functional teams.
- A strong team player who works effectively with technical/delivery counterparts without needing to own the technical parts of the work.
- Excellent written and verbal communication skills, comfortable representing Helix to senior stakeholders at partner organizations.
- Demonstrated fluency with AI tools, with concrete examples of using them to drive business outcomes or scale your own productivity, not just casual familiarity.
Then "Pluses":
- Background in genomics, real-world evidence (RWE).
- Prior experience standing up or scaling a Customer Success or Delivery function.
- Bachelor's degree in a life science field or equivalent.
Then "Expected Interview Process":
- Recruiter Screen
- Manager Screen/Tech Screen
- Virtual Onsite
- Offer
Then "Expected Pay For This Role":
- There are 3 distinct parts to your Helix offer: 1) Base Salary 2) Annual Bonus 3) Equity
- Expected Helix Base: $162,000 - $217,500
- Expected Helix Discretionary Annual Bonus: 15% of your annual salary
- Equity: We offer generous equity at Helix. If you receive a Helix offer your recruiter will book dedicated time with you to educate you on our equity model.
Then benefits paragraph:
- Aside from working alongside brilliant, dedicated, passionate, down-to-earth, curious, warm, and thoughtful people, we also provide great benefits:
- Comprehensive Health Insurance with Date of Hire eligibility
- Above average employer paid premium coverage
- 12 weeks Helix Paid Parental Leave option
- 401(k) with employer matching of up to 3% and 100% Vesting on the Date of Hire
- Comprehensive Well-Being Benefits
- Flexible PTO
- Remote options for many roles and a home office stipend
Then "What To Expect During Your First 90 Days":
- First 30 days: you’ll spend time learning the Helix way, completing training and onboarding for your roles, and getting introduced to your team and relevant stakeholders. You’ll also gain a deeper understanding of our customers, our products, the impact we make in the lives of our communities, and how to thrive at Helix through participation in Helix U.
- Day 30 - 60: you’ll spend time contributing to projects, deeply familiarizing yourself with team and company processes, and developing a deeper understanding of Helix’s products, services and capabilities.
- Day 60 - 90: you’ll build your OKRs with your manager, start to take ownership of projects and initiatives on your team, and begin to demonstrate your impact on the Helix mission.
We also have a line: "Compensation The base pay range for this role is $162,000 – $217,500 per year." This duplicates pay info; we can ignore duplicate.
Now we need to output HTML fragment.
We'll wrap sections in
and content. For About the role: combine intro paragraphs into
maybe two paragraphs. We'll output:
About the role
At Helix, our mission is simple: to help everyone improve their lives through their DNA. Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics.
What is special about this role? Helix's Life Science business sits at the center of how biopharma partners realize value from the Helix Research Network, spanning data licensing, sponsored testing programs, and clinical development engagements. As the owner of Customer Success for Life Science, you'll drive how Helix delivers success across this business and own the partner relationships that fuel its growth. Helix is an AI-forward company, and this role is expected to use AI tooling