Position: Customer Success Scientist
Reports to: Customer Success Manager
Position Location: Remote or Company HQ in Suburban Philadelphia, PA
The Customer Success Scientist will play a pivotal role in ensuring customer success and satisfaction with our products and services through strategy development, goal and deliverable determination, and tactical execution. This role involves regular engagement with customers through proactive customer support and problem-solving with internal teams, and leading the development, delivery, and continuous improvement of our comprehensive customer onboarding and training. Additionally, the Customer Success Scientist will directly contribute to product improvements through communication of customer feedback.
| Areas of Responsibility | Percent of Time | |
| 1 | Customer Onboarding and Training | 50% |
| 2 | Customer Support | 40% |
| 3 | Internal Collaboration for Problem Resolution | 10% |
(1) Customer Onboarding and Training
• Develop training materials and conduct training sessions to ensure customers are proficient in using our products and services.
• Assist with design and implementation of comprehensive onboarding programs for new customers.
• Assist with design, development, and maintenance of materials for internal training programs for MOBIE devices and data analysis software to ensure all internal team members are trained on best practices, ensuring success and consistency with external customer interactions.
• Monitor customer progress and identify training gaps based on customer inquiries and support needs, generating proposed training material, FAQs, and troubleshooting guides.
(2) Customer Relationship Management
• Act as the main point of contact for customer inquiries and support needs.
• Provide requested inputs for Customer Health Metrics.
• Develop and maintain strong, long-lasting relationships with customers.
(3) Internal Collaboration for Problem Resolution
• Liaise with internal teams (R&D, Product Development, Service, Applications, Marketing) to find solutions to customer issues.
• Communicate customer feedback to internal teams to drive product improvements and innovation.
• Ensure effective communication between customers and internal teams throughout the problem resolution process.
Required Skills & Qualifications:
• Bachelor’s degree in Chemistry or a related field.
• Strong expertise in high resolution mass spectrometry techniques, including the ability to interpret spectra
• 5+ years of experience in a customer-facing role within a technology or life sciences industry.
• Proven track record of managing customer relationships and ensuring customer success.
• Strong communication and interpersonal skills, with the ability to engage with both technical and non-technical audiences.
• Excellent problem-solving skills and the ability to work collaboratively with internal teams.
• Ability to design and deliver effective training programs.
Preferred Skills & Qualifications:
• Experience in the life sciences or biopharma industry.
• Expertise in ion mobility techniques and hands on experience with liquid chromatography
• Familiarity with CRM software and customer success metrics.
• Strong project management skills and the ability to handle multiple projects simultaneously.
• Ability for 15% travel.
Key Relationships:
• Internal: Applications, Service, R&D, Product Development, Product Management
• External: Customers, Industry Experts, Strategic Partners
Cultural, Behavioral, and General Characteristics:
• High integrity and accountability with a collaborative spirit.
• Exceptional leadership with a focus on customer success and satisfaction.
• Self-sufficiency and the ability to work with minimal supervision.
• Strong problem-solving capabilities and a proactive approach to customer engagement.
• Ability to interact with customers respectfully and ensure their success remains a top priority.