Customer Success Associate

Job description

## About Uncountable Science moves slowly, not because researchers aren't brilliant, but because their tools haven't kept up. Uncountable is changing that. We build a unified R&D platform used by the world's leading chemists, material scientists, and biologists to dramatically accelerate how new products are discovered, developed, and brought to market. Founded by engineers from MIT and Stanford, and trusted by enterprise R&D organizations across chemicals, pharmaceuticals, advanced materials, and food & beverage, Uncountable is on a mission to accelerate industrial R&D by an order of magnitude. We're a high-impact team that moves fast and gives people real ownership from day one. ## The Role 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. ## What You'll Do ### 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 - Build and run training tailored to each audience's actual workflows rather than generic feature tours, for scientists, lab technicians, data managers, and R&D leadership - Deliver across formats: onsite sessions, virtual workshops, office hours, documentation, and recorded content - Develop customer-side champions and power users who sustain adoption after you step back - Create reusable enablement assets that scale beyond the accounts you touch directly ### Drive AI Adoption - Own rollout and adoption of Bodie, Uncountable's AI assistant, across your accounts - Teach scientists how to use AI on their own data, moving them from curiosity to daily use - Surface the use cases that land, and the ones that don't, to Product and Engineering ### Engage Customers and Partner Internally - Run working sessions with R&D teams, translating how they design experiments and record results into how they should use the platform day to day - Navigate large, multi-divisional organizations where adoption is won site by site and team by team - Partner with Account Managers to turn adoption strength into renewals, expansion, and referenceability, and flag risk before it hits a renewal cycle - Act as the voice of the user internally, bringing friction from the field to Product and Engineering ## Your First 180 Days **Month 1:** Build fluency in the platform, our customers' scientific workflows, and how our top accounts use us today. Shadow training sessions, then start delivering pieces of them. **Months 2 to 3:** Take over training delivery at your accounts. Write your first adoption plans and get close enough to the usage data to spot problems before customers raise them. **Months 4 to 6:** Run a measurable adoption program at a strategic customer against a weekly active user target, write up what worked, and become the person the AM team pulls in when a key account needs to move. ## Requirements **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 Qualifications - 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 ## Why This Role - **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 - **A front-row seat on AI in R&D.** You'll be the person teaching working scientists at global enterprises how to actually use AI in their labs - **Direct impact.** Your work accelerates R&D at organizations developing next-generation products, from sustainable materials to pediatric cancer treatments - **An engineering-first culture.** You'll work closely with our engineering and product teams, giving you a window into how world-class software gets built and a voice in shaping it