Customer Success Associate at Uncountable · LumiJobs

Responsibilities

Enterprise software succeeds or fails on adoption. A perfectly configured platform that scientists don't use every day creates zero value, and closing that gap is one of the highest-leverage things we do.
As a Customer Success Associate, you'll drive adoption at our largest and most strategic accounts. You'll be the person who gets scientists actually using Uncountable: building the adoption plan for each account, running the training programs, coaching power users, and diagnosing where usage is stalling and why.
This is a specialist role, deployed where it matters most. Account Managers own the customer relationship and the commercial outcome. You own the adoption plan: creating it, delivering it, and reporting on it. You'll carry three to five accounts at a time, typically global organizations with thousands of researchers across multiple sites and divisions. Your primary measure of success is weekly active user growth at those accounts, and your bonus is tied to it.
You'll join each account in the final stretch of implementation to lead training as the platform goes live, then stay with it afterward to turn launch into daily habit.
You'll sit between our Account Management and Implementation teams: enough scientific fluency to earn credibility at the bench, enough commercial instinct to connect adoption to renewal and expansion.
Build and Own Adoption Plans
Create the adoption plan for each of your accounts: who needs to be using what, by when, and what's blocking them today
Monitor platform usage data to find at-risk teams, underused features, and pockets of strong adoption worth replicating
Diagnose why adoption stalls (unclear workflows, missing configuration, change resistance, an unconvinced manager) and drive the fix with the right internal team
Report progress against weekly active user targets to customer stakeholders and internal leadership
Design and Deliver Training
Partner with the Implementation team late in each project to lead go-live training, then own the enablement relationship from there

Qualification

Scientific or technical groundingA teaching instinctComfort with data and softwareStrong communicationHands-on lab experienceExposure to data management conceptsExperience with complexThe highest-leverage problem we haveDeployed where it countsFirst of its kind here

Required

1 to 4 years of experience in customer success, enablement, technical training, implementation, consulting, or a scientific role with meaningful customer exposure.
Scientific or technical grounding. A degree in chemistry, materials science, biology, chemical engineering, or a related field, or equivalent hands-on experience in a scientific or technical environment.
A teaching instinct. You're good at making complex software feel obvious, and you get energy from watching someone go from confused to fluent.
Comfort with data and software. You can work with data in Excel or similar tools and use usage data to build an argument. You pick up new technical tools quickly.
Strong communication. Clear writing, clear speaking, and the ability to adjust between a bench scientist and an R&D director.
Ability to travel 30 to 40% within your region. Adoption work happens onsite, in labs, with people.

Preferred

Hands-on lab experience. Time spent running experiments gives you instant credibility with our customers
Experience building training programs or enablement content from scratch
Exposure to data management concepts: structured spreadsheets, databases, ELNs, or LIMS
Experience with complex, multi-divisional, multi-geographic customers
Interest in AI and how it's changing R&D workflows
The highest-leverage problem we have. Adoption is the difference between a platform customers renew out of habit and one they can't operate without
Deployed where it counts. You'll work our largest and most strategic accounts, alongside our most experienced AMs and implementation leads
First of its kind here. You'll be our first dedicated Customer Success Associate, working from an established implementation and account management methodology while bringing a sharper focus on training and adoption than we've had before

Customer Success Associate

Responsibilities

Qualification

Required

Preferred

Company

Uncountable

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