Customer Success Representative | Karius

Customer Success Representative

About Karius

Karius is a venture-backed life science startup focused on transforming the way infectious diseases are diagnosed.  Combining Next-Generation Sequencing and proprietary data analysis, we can identify over 1,000 pathogens from a single blood sample with typical turnaround time in one business day. By unlocking the information present in microbial cell-free DNA, we're helping doctors quickly solve their most challenging cases, with a future vision of accelerating clinical trials, discovering new microbes, and reducing patient suffering worldwide.


Why Should You Join?

Karius aims to conquer infectious diseases through innovations around genomic sequencing and machine learning. The company’s platform is already delivering unprecedented insights into the microbial landscape, providing clinicians with a comprehensive test capable of identifying more than a thousand pathogens directly from blood, and helping industry accelerate the development of therapeutic solutions. The Karius test we provide today is one of the most advanced solutions available to physicians who aim to deliver better care to many otherwise ineffectively treated patients. Our test is the result of some incredible work done by our scientists, statisticians, engineers, and physicians, all driven by the same mission. You, as part of the Karius team, will be able to see how directly your work has a life-changing impact on people, and at scale.



Position Summary

Karius is on a mission to help clinicians do more for their patients by bringing the genomic revolution to infectious disease diagnosis. The Customer Success Representative is responsible for providing top notch support to all of Karius customers including physicians, laboratory personnel, and hospital administrators as well as providing support to field sales team members.


Reports to: Manager, Customer Success


Location:    Redwood City, CA

Responsibilities Include

  • Provide high quality support via phone, email, and help tickets for any inbound customer requests.
  • Communicate with laboratory personnel and physicians to obtain necessary information regarding samples processed by Karius and provide status updates.
  • Liaise with Medical Affairs team for escalations regarding Karius test results.
  • Liaise with production laboratory personnel regarding sample processing and reporting issues. 
  • Liaise with Sales and Business Development teams to provide support for customer needs.


Travel: No travel required.


Physical Requirements  

  • Subject to extended periods of sitting and/or standing, vision to monitor and moderate noise levels.
  • Work is generally performed in an office environment. 

Position Requirements

  • Bachelor’s or higher degree in Biological Sciences, preferred.
  • 3+ years of customer support/service experience in healthcare or related industry
  • Telephone-based support experience, required.
  • Experience working with hospital laboratories and clinicians, preferred.
  • Experience with ticketing systems (Zendesk) and SalesForce, preferred.
  • Ability to work from 7 AM to 4 PM, Sunday to Thursday.


Personal Qualifications

  • Ability to handle customer contacts in a professional and knowledgeable manner.
  • Ability to work independently.
  • Excellence in the handling of Personal Health Information (PHI).
  • Excellent verbal and written communication skills.
  • Basic Office and G-Suite skills.


At Karius, we value a diverse and inclusive workplace and provide equal employment opportunity for all applicants and employees and are committed to honor and invest in the full diversity of people, in our hiring, recruiting and development of employees across the Company.  All qualified applicants for employment are encouraged to apply and will be considered without regard to an individual’s race, color, sex, gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application due to a disability, please contact us at and we will accommodate qualified individuals with disabilities.

Redwood City, CA