Solutions Architect

Job description

ABOUT PROBABLY GENETIC Probably Genetic is changing the lives of patients living with severe, complex diseases. Our data platform is used by drug developers and patient advocacy groups to develop and launch treatments for these patients. Our technology discovers undiagnosed patients online, analyzes their disease state using machine learning and at-home testing, and enables compliant communication with patients. In doing so, we help patients access diagnoses, clinical trials, and treatments as early as possible. We are a tight-knit group of hard-working, ambitious problem solvers united by a mission greater than ourselves. We do well by doing right by patients. We are developing some of the most cutting-edge solutions in healthcare, and our roadmap is packed with innovations in bioinformatics, AI, and drug development. We have built a lean, all-star team to help us bring our vision to life, and we want you to be a part of it. Probably Genetic has raised multiple rounds of funding from Silicon Valley’s best investors, including Threshold, Khosla, and Y Combinator, and offer competitive salaries, comprehensive benefits, and meaningful early stage equity. ABOUT THE ROLE We are looking for a Solutions Architect who will own the end-to-end customer relationship for biopharma partners: serving as a primary point of contact, delivering proactive insights, and translating customer needs into product improvements that drive retention and growth. WHAT YOU WILL DO - Own the full post-sale customer relationship for key biopharma accounts, serving as key point of contact, ensuring every customer receives a consistent, high-quality experience - Establish and run a regular cadence of customer check-ins, proactively surfacing insights and flagging risks before they become issues - Build and maintain a consolidated backlog of customer requests, feedback, and complaints across all accounts, identifying patterns and translating them into actionable product feature requests and roadmap - Prepare and deliver polished, data-driven insight packages and presentations for customer stakeholders by turning raw data into clear, compelling narratives - Partner closely with the BD and engineering teams to scope and prioritize customer-informed improvements, and serve as the internal voice of the customer - Support ownership of the customer-facing product and related customer-facing tooling, contributing to product management and roadmap decisions - Build lightweight AI-assisted tools and automations to streamline customer reporting and reduce manual effort over time - Collaborate with leadership on account strategy, renewal planning, and expansion opportunities across the biopharma and insurance customer portfolio WHO YOU ARE We are looking for a few specific things that will help you succeed in this role: - 5+ years of experience in customer success, solutions, forward-deployed engineering, product management, or a related client-facing role — ideally in a biopharma, healthtech, or data-driven B2B environment - Demonstrated ability to independently manage senior stakeholder relationships at large organizations, including running proactive account cadences and handling escalations - Strong data fluency — comfortable working in spreadsheets and ideally with SQL or Python to pull, clean, and package insights without heavy analytical support - Excellent written and verbal communication skills, with a track record of producing polished customer-facing deliverables including decks, dashboards and insight summaries - AI native — you use AI tools as a core part of your workflow and are comfortable vibe coding lightweight solutions without engineering support - Experience translating customer feedback into product requirements and working alongside engineering to deliver improvements Some things that are not required, but you will learn on the job: - Familiarity with rare disease, genetics, or the biopharma drug development lifecycle - Experience with patient-facing or healthcare data platforms - Formal product management experience or ownership of a customer-facing platform or tool As with all new hires at Probably Genetic, you will also need to be: - A good person. We work with some of the most marginalized populations on the planet and empathy is key - Patient-focused and motivated to have a lasting, positive impact on humanity - Comfortable in a fast-paced, often ambiguous environment with rapid change - Action-oriented and excited to build a company from the ground up The salary range for this role is $155,000-$195,000 annually. Actual compensation offered will depend on several factors including but not limited to: work experience, education, skill level, and/or other business and organizational needs. WHAT WE OFFER AT PROBABLY GENETIC: - An engaging and supportive team all on a mission to improve lives - Fair and equitable compensation with competitive early-stage equity grants - Generous Flexible Time off policy, that we actually use - Parental Leave Benefits (12 weeks for both birthing and non-birthing) - Hybrid, flexible work with high-trust and autonomy - A bright, inviting, pet-friendly office in Downtown SF near transit - A “work from anywhere” policy, up to 4 weeks a year - Regular team retreats in exciting destinations - Health Benefits including medical, dental, vision, therapy, FSA, and 401k - And so much more! Probably Genetic is committed to fostering a welcoming and inclusive work environment for people of all genders, sexuality, ethnicity, socioeconomic background and life experiences. We urge candidates of all backgrounds to apply. If you require specific accommodations as you interview or consider working with us, please let us know.