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Holly Tillson

@hollytillson

Head of Customer Success at Nucleix, where I trained 20+ lab technicians across five pilot sites and achieved 80% assay adoption.

United States

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What I'm looking for

I'm seeking a Customer Success Manager position at Rarity Bioscience, where I can leverage my skills in customer success and field application to support your mission of advancing molecular analysis technologies and improving patient outcomes.

At Nucleix, Inc., I trained more than 20 lab technicians across five pilot sites, achieving 80% assay adoption through direct technical support. As the sole customer success team member, I also developed procedures and a go-to-market strategy to support team growth.

At Mission Bio, Inc, I worked with Pharma clients on technical partnerships and clinical strategy. I increased engagement by 35% across key accounts representing $30 million in contract value, and contributed to multi-omic assay collaborations focused on hematological cancers.

At Genapsys, Inc, I led a team of three through a transition, saving $50,000, and launched a self-service portal that reduced monthly support tickets from 50 to 40. At Invitae Corporation/ArcherDX, I supervised a 12-person global oncology support team and improved customer retention from 72% to 90% through targeted training.

Earlier, at ArcherDX, Inc, I supported assay platforms, product rollouts, and customer training, including the launch of its first IVD product with a PMDA-approved assay. My earlier research at J. Craig Venter Institute and Celera Corporation included sequencing, genome projects, and technology development.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Success

Current

Nucleix, Inc.

Jun 2025 - Present (1 year 4 months)

Trained 20+ lab technicians across 5 pilot sites, achieving 80% assay adoption. Developed procedures and go-to-market strategy, selected Salesforce CRM platform with Service Cloud.

Salesforce Customer Success Technical Support Training Assay Development

Technical Applications Liaison

Mission Bio, Inc

Aug 2022 - Jun 2025 (2 years 10 months)

Increased Pharma client engagement by 35% across key accounts representing $30 million in contract value. Teamed with FNIH to develop single-cell multi-omic methods targeting AML/ALL treatment post-therapy relapse.

Multi omics Single Cell Analysis Assay Development Clinical Strategy Technical Presentations Data Analysis

Interim Head of Customer Success

Genapsys, Inc

Sep 2021 - Aug 2022 (11 months)

Led a team of three through a transition, implementing strategies that resulted in $50,000 in savings. Directed operational restructuring that enhanced customer satisfaction scores by 25 points and reduced monthly support tickets from 50 to 40.

Leadership Customer Success Operational Restructuring Self Service Portal UX SOPs Cross Functional Collaboration

Head of Customer Success Oncology-US, EU, LATAM, APAC

Invitae Corporation/ArcherDX

Oct 2020 - Sep 2021 (11 months)

Supervised 12-person global oncology support team across 4 regions, boosting Net Promoter Scores to 53-60. Improved customer retention from 72% to 90% through targeted training programs.

Salesforce Service Cloud Customer Success Team Leadership NGS Training Customer Retention

FAS Manager-US, EU, LATAM, APAC

ArcherDX, Inc

Jul 2016 - Oct 2020 (4 years 3 months)

Streamlined onboarding, boosting sales revenue 40% and cutting onboarding time from 10 to 6 days. Scaled global team threefold while maintaining 50% faster response times and a 30-point satisfaction increase.

Field Applications Team Leadership Onboarding Bioinformatics Sales Support Training

Field Application Scientist

WaferGen Biosystems, Inc

Jan 2014 - Sep 2014 (8 months)

Refined lab efficiency, boosting productivity by 20%, by training and installing a genomic tool for automating sequencing library preparation. Supported installation and troubleshooting of 12 robots for NGS library prep and 10 digital PCR instruments.

NGS Library Preparation Equipment Installation Troubleshooting Training

Scientist/Project Manager, NewTechnology Development

J. Craig Venter Institute

Apr 2008 - Jan 2014 (5 years 9 months)

Tested new technologies in sequencing, streamlined library prep for NGS platforms. Directed the Conus consors $3.5M budget, delivering project 6 months early and 10% under budget.

Sequencing Library Preparation Project Management Vendor Relations Budget Management

Scientist, Synthetic Biology

J. Craig Venter Institute

Oct 2002 - Apr 2008 (5 years 6 months)

Member of the Synthetic Biology group, supervised synthesis of chromosome pieces for Mycoplasma genitalium. Led a team of 4 to sequence microbes collected in the Sargasso Sea.

Synthetic Biology DNA Synthesis Recombination Team Leadership Sequencing

Scientist -Sequencing of the Human Genome`

Celera Corporation

Dec 1999 - Oct 2002 (2 years 10 months)

Constructed larger insert libraries to create scaffolds for aligning shorter insert libraries for building the complete sequence of human genome regions. Amplified sequencing project throughput by constructing libraries for 3 species.

Genomics Library Construction Sequencing Biochemistry