Senior Strategic Account Manager

About Multiply Labs
Multiply Labs is a cutting-edge startup based in San Francisco, California, supported by top-tier tech and life science investors such as Casdin Capital, Lux Capital, and Y Combinator. Our mission is to build the best robots in the world, and use them to make the most advanced life-saving therapies accessible to all.

We are revolutionizing the manufacturing of cell therapies by developing advanced robotic systems designed to automate and scale the production of these life-saving treatments. Our robots empower biopharma companies to produce cell therapies at scale without significantly changing their existing processes, reducing regulatory barriers and risks. While traditional approaches are time-consuming and lead to extremely high costs for patients (typically $1M+ per patient), using robotics can make these transformative treatments more accessible and affordable to patients in need.

To learn more and to view a video of our robots in action, visit us at and follow us on LinkedIn.

Position Overview
We are seeking an innovative, highly motivated Senior Strategic Account Manager to own and expand relationships with our flagship cell therapy customers. In this role, you will serve as the primary commercial and operational partner for our pharma and biotech accounts—driving customer success, managing complex stakeholders, and aligning Multiply Labs' roadmap with the evolving needs of GMP manufacturing environments.

This role blends strategic account partnership with hands-on customer success, working closely with Product, Engineering, Quality, and Supply Chain to deliver exceptional value to our customers.

Responsibilities: Relationship Management

• Own the end-to-end commercial relationship for assigned pharma and biotech accounts, serving as the primary point of contact and trusted advisor
• Develop and execute strategic account plans, identifying customer goals, risks, expansion opportunities, and long-range partnership pathways
• Manage key stakeholders across technical, operational, and executive functions at customer organizations
• Lead expansion initiatives—from increased footprint to new product features to scaled consumables usage—by identifying customer signals and presenting clear value cases
• Partner with Multiply Labs leadership (CEO, Product, Supply Chain, and Finance) to shape pricing, renewal structures, and contract terms aligned with customer needs and internal strategy
• Track account health, usage patterns, customer commitments, and revenue forecasts with precision

Responsibilities: Product Partnership & Development

• Translate customer workflows and functional needs into clear product requirements
• Partner with Product Management and Engineering to shape features and product roadmap priorities
• Participate in product design reviews, feasibility discussions, and prioritization sessions
• Coordinate customer pilots, validations, and early testing cycles for new capabilities
• Identify unmet needs and lead structured Voice of Customer sessions to drive roadmap shifts

Responsibilities: Cross-Functional Alignment

• Act as the customer's voice internally, synthesizing and sharing feedback across all teams.
• Partner with Quality, Regulatory, and Supply Chain to ensure alignment on GxP expectations, audits, compliance topics, and risk mitigation

Responsibilities: Customer Success & Operational Excellence

• Own the operational relationship post-sale to ensure customers realize the full value of Multiply Labs' platform
• Lead customer onboarding, ensuring readiness across installation, training, qualification, and workflow integration
• Manage launch execution, from planning to coordination with Engineering, Supply Chain, and Service for a seamless deployment
• Deliver customer training (in partnership with Field Engineers) and ensure customer teams are confident and self-sufficient
• Serve as the first line of escalation for customer needs, triaging issues and ensuring timely internal responses
• Monitor performance, adoption, and system usage; proactively identify areas to increase value and reduce friction

Qualifications

• Bachelor's degree in Biology, Engineering, or a related field
• 6+ years in Strategic Account Management, Customer Success, Product Management, or Program Management within biotech, pharma, cell therapy, CDMO, or life sciences tools
• Strong working knowledge of GMP/GxP and regulatory expectations for manufacturing and QC systems
• Experience bringing a product to market
• Proficiency with project management tools such as MS Project, SmartSheet, and JIRA
• Demonstrated success owning enterprise customer relationships and growing revenue in complex technical environments
• Experience interfacing with technical and scientific stakeholders (Manufacturing, Process Development, Automation, Quality, Regulatory)
• Ability to translate customer needs into actionable requirements for Product, Engineering, and leadership
• Excellent communication, stakeholder management, and executive-level presentation skills
• Comfortable operating in a fast-paced, early-stage environment with evolving processes and ambiguous constraints

Additional Preferred Qualifications

• Experience with cell therapy, cell processing automation, bioprocessing equipment, or robotics-based platforms
• Prior experience supporting system installs, validations, or launches in regulated biomanufacturing settings

Travel

• While our headquarters is located in San Francisco, CA, this position will require up to 10-25% domestic and international travel.

Benefits

• 401K with 4% company match
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Partial Health Insurance for Child Dependents
• HSA or FSA
• Twice weekly catered lunch (for team members in SF office)
• Pre-tax Commuter Benefit
• 10 Paid Holidays
• Flexible PTO
• Paid Parental Leave

Multiply Labs will review the benefit offerings periodically and the benefit options are subject to change to meet employee and business needs.

Closing
We take pride in cultivating an environment that fosters collaboration, open communication, and authenticity. We are an equal opportunity employer; we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are diverse in background and singular in mission.

Multiply Labs is an early-stage startup where equity is a major part of the compensation package.

Our job postings may span multiple career levels. Actual base pay is determined by several factors including: education, training, transferable skills, work experience, business needs, and location.