Customer Success Manager

About GenScript GenScript Biotech Corporation (Stock Code: 1548.HK) is a global biotechnology group. Founded in 2002, GenScript has an established global presence across North America, Europe, the Greater China, and Asia Pacific. GenScript's businesses encompass four major categories based on its leading gene synthesis technology, including operation as a Life Science CRO, enzyme and synthetic biology products, biologics development and manufacturing, and cell therapy. GenScript is committed to striving towards its vision of being the most reliable biotech company in the world to make humans and nature healthier through biotechnology. About ProBio ProBio proactively provides end-to-end CDMO service from drug discovery to commercialization with proactive strategies, professional solutions and efficient processes in cell and gene therapy, vaccine, biologics discovery and antibody protein drug to accelerate drug development for customers. ProBio’s total cell and gene therapy solution covers CMC of plasmid and virus for IND filing as well as clinical manufacturing and commercial manufacturing.

Job Title: Customer Success Manager

Location: United States (Requires 10% travel, covering biotech & pharmaceutical customers in the USA)

The estimated salary range is $80,000 - $90,000, based on experience.

Core Responsibilities

• Lead end-to-end UX enhancement for the recombinant antibody platform.
  
  
  

Design and maintain a user experience map to identify critical pain points (e.g., online order submission complexity, data accessibility). Collaborate with IT to optimize system interfaces and improve user experience.

• Customer Feedback & Product Roadmap:
  
  
  

Conduct quarterly feedback sessions with key clients to gather insights on antibody discovery workflows. Facilitate client co-creation workshops to test prototypes. Translate scientific needs into technical requirements for the R&D/IT teams.

• Market Intelligence
  
  
  

Monitor competitor marketing activities and assess the competitive landscape. Provide relevant market intelligence to support sales and product management teams.

Requirements

• Language: Proficient in English (written/spoken). Chinese is a plus.
• Educational Background: Bachelor's degree or higher in biology, immunology, bioengineering, or related fields.
• 3+ years of experience in the biotech industry, familiar with recombinant antibody discovery processes; Product Manager experience is preferred.
• Familiarity with CHO transient/stable expression process and antibody analysis tools; basic bioinformatics skills;
• Experience with electronic lab notebooks or laboratory project management systems is a strong plus (eg, Benchling, etc.).
• Ability to understand from the perspective of early-stage research scientists.
  
  
  

#GS

GenScript USA Inc/ProBio Inc. is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is the Company's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

GenScript USA Inc./ProBio Inc. maintains a drug-free workplace.

Please note: Genscript USA Inc./ProBio Inc. will only contact candidates through verified application sources. GenScript/Probio does not request personal information from candidates through individual email or any other platform.