This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Software Support & Success Specialist based in the United States.
This role sits at the intersection of customer success, technical support, and scientific software enablement, supporting researchers who rely on specialized tools to manage complex laboratory workflows. You will help users adopt and maximize a SaaS platform designed for biomedical research, guiding them from onboarding through long-term success. The position blends technical troubleshooting with relationship-building, requiring both analytical thinking and strong communication skills. You will work closely with scientific users to solve issues, deliver training, and ensure they are getting meaningful value from the platform. The environment is collaborative and mission-driven, with strong cross-functional interaction across product, sales, and support teams. It is an opportunity to contribute directly to scientific advancement while building deep expertise in specialized research software.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Software Support & Success Specialist based in the United States.
This role sits at the intersection of customer success, technical support, and scientific software enablement, supporting researchers who rely on specialized tools to manage complex laboratory workflows. You will help users adopt and maximize a SaaS platform designed for biomedical research, guiding them from onboarding through long-term success. The position blends technical troubleshooting with relationship-building, requiring both analytical thinking and strong communication skills. You will work closely with scientific users to solve issues, deliver training, and ensure they are getting meaningful value from the platform. The environment is collaborative and mission-driven, with strong cross-functional interaction across product, sales, and support teams. It is an opportunity to contribute directly to scientific advancement while building deep expertise in specialized research software.
Accountabilities:
- Serve as the primary point of contact for customers, supporting onboarding, adoption, and long-term success with the software platform.
- Provide technical support for web and mobile applications, including troubleshooting, project setup, and user guidance.
- Deliver training, product education, and consultative support on breeding strategies and research workflows.
- Guide customers through trial-to-subscription conversion by improving engagement and demonstrating product value.
- Monitor customer usage, adoption metrics, and success indicators to improve retention and product utilization.
- Develop and maintain customer-facing resources such as FAQs, tutorials, guides, webinars, and training materials.
- Collaborate with Product, Sales, and Support teams to relay customer feedback and improve future product development.
- Respond to customer inquiries via chat, ticketing systems, and virtual sessions in a timely and professional manner.
- Bachelor’s degree in Biology, Biomedical Sciences, Life Sciences, or a related scientific field (or equivalent experience/certifications).
- Experience in biomedical research environments, particularly involving mouse genetics, colony management, or laboratory workflows is highly valued.
- Background in customer support, customer success, SaaS platforms, or scientific software implementation.
- Strong communication skills with the ability to explain technical or scientific concepts clearly to diverse audiences.
- Ability to deliver engaging training sessions, presentations, and virtual demos with confidence.
- Highly organized, detail-oriented, and capable of managing multiple customer needs simultaneously.
- Proactive, adaptable, and solution-oriented mindset with a strong sense of ownership.
- Proficiency in Microsoft Office and comfort learning new software tools quickly.
- Competitive annual salary of $60,000.
- Remote-friendly role open to candidates across U.S. time zones.
- Meaningful work supporting biomedical research and scientific discovery.
- Collaborative, people-focused culture with strong cross-functional teamwork.
- Opportunities for professional growth in both scientific and technical domains.
- Exposure to advanced SaaS tools and specialized research technologies.
- Occasional travel opportunities (up to 10%) for customer engagement and training.