Customer Success

LunarTree; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

LunarTree is building an AI-native platform that helps pharma and biotech leaders make faster, smarter decisions. We are seeking a front-line operator to own client operations post-sale for our customers, ensuring weekly platform usage translates into tangible business outcomes.

Your role focuses on running weekly intelligence drops, ensuring adoption, and surfacing expansion opportunities with leading pharma clients.

Qualifications

• 2-4 years in customer-facing roles (CS, account management, ops) at B2B SaaS.
• Strong written communication and organizational skills.
• Comfortable with executives and scientists; builds trust quickly.

Responsibilities

• Own client operations post-sale: run weekly intelligence drops, check-ins, adoption, expansion.
• Ensure clients use the platform to improve workflows and decisions.
• Collaborate with BD leaders, R&D heads, and decision makers at pharma/biotech clients.
• Build repeatable processes, templates, and playbooks to scale from 10 to 100 clients.

Skills

Customer-facing

B2B SaaS

Executive communication

Job description

Own client operations post-sale and drive real adoption for pharma/biotech customers using LunarTree weekly to make decisions.

LunarTree is building an AI-native platform that is rewiring how new medicines are made,by giving leaders working on the next generation of drugs the AI intelligence layer they always wish existed.

Our flagship offering, Biolens, helps some of the biggest companies in the world save hundreds of hours by eliminating painful busywork and helping teams focus on what matters,making the best decision quickly.

We’ve got incredible backers from Pfizer, Amgen, Merck, BCG, A91 Partners behind us.

Our team includes former founders, investors, consultants, athletes, and engineers from IIT Bombay, Goldman Sachs, Merkle, SuperDM.

We’re on a mission to eliminate busywork in bringing novel treatments to the world,and now we’re building the customer success engine that makes our clients incredibly successful.

The Role

We need someone who’ll own client operations post-sale for pharmaceutical and biotech companies.

Your #1 metric: clients actively use the platform weekly to make better business decisions,not just logging in, but actually taking actions, running their ops, and making portfolio decisions.

You’ll be the operator of their intelligence systems. This isn’t support work,you’re running weekly business operations for companies doing billions in revenues.

Our CS Philosophy

• Predictability beats features: reliability matters more than new capabilities.
• Fast feedback loops win trust: fix issues within 24 hours and close the loop same day.
• Usage is everything: adoption drives renewals; happy non-users churn.

What You’ll Do

• Own client operations post-sale: run weekly intelligence drops, regular check-ins, adoption, expansion surfacing.
• Make sure they’re successful: their workflows and decisions improve because of our intelligence.
• Work with elite teams: BD leaders, R&D heads, and decision makers at leading pharma companies.
• Build repeatable systems: processes, templates, playbooks to scale from 10 clients to 100.
• Partner with Product: you handle relationships/adoption; they handle data quality/technical ops.
• Drive renewals and expansion: quantify value, surface wins, identify growth before renewals.

Who We Need

• 2-4 years in customer-facing roles (CS, account management, ops) at B2B SaaS where clients depend on you.
• Structured and organized: systems, templates, documentation; strong written communication.
• Relationship builder: comfortable with executives and scientists; builds trust quickly.
• Ownership mentality: fixes what’s broken without hand-holding; thrives in ambiguity.
• Results-driven: measures by outcomes (usage, renewals, expansion) not just activity.
• Good judgment on escalation: defuse issues, pull founders at the right time.
• Startup DNA: comfortable with change, multiple hats, and intensity when clients need it.
• Problem-solver: takes things off clients’ plates; goes the extra mile.

Nice to Have

• Technical customer success or data/AI product exposure.
• Familiarity with pharma/biotech/life sciences (or learns fast).
• Background in consulting, operations, or project management.
• Experience building CS processes from scratch.
• Comfortable with technical concepts (even if you can’t code).

Not a Fit If

• You want a strict 9-5 with fixed hours.
• You want reactive support work rather than proactive operations.
• You need perfect processes handed to you,we’re building them as we go.
• You’re uncomfortable with ambiguity or rapid change.
• You avoid technical topics or working closely with engineers.

Compensation

Industry grade pay + routine performance based hikes + seed round ESOPs.

• Additional learning and education perks for interns and early-career hires.

Hiring Process

• One practical exercise (client scenario + structured thinking).
• In-person/virtual interviews with the founders.

LunarTree is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.