Digital Customer Success Specialist

Do you thrive on helping customers succeed by delivering expert guidance at scale through digital channels and smart automation? Are you excited by the idea of optimizing processes, creating meaningful touchpoints, and driving product adoption without the need for constant meetings? Do you enjoy diving into data, refining customer journeys, and ensuring that users get maximum value from their tools? Are you energized by a role that blends hands-on customer support with strategic contributions to digital success? And does the idea of working in the Pharmaceutical, Biotech, and Medical Devices industries motivate you?

If you’re nodding yes, keep reading, this could be the opportunity you’ve been looking for!

Who is Scilife?

At Scilife we build cloud-based technology that helps our customers in the Life Sciences industry manage everything quality, process, and product-related. Our customers make life saving and life-enhancing products that make a difference in the world. Our technology helps them get their products and services to market fast while complying with regulatory requirements by providing them with a pre-validated SaaS solution.

What would your job be like at Scilife?

We’re looking for a Digital Customer Success Specialist to join our passionate and fast-paced Customer Success Team. In this hybrid role, you’ll split your time between providing expert customer support and driving digital success across a large segment of customers.

This role is all about scalable, data-driven customer engagement. You’ll manage inbound email requests, provide expert product guidance, support adoption and expansion, and help ensure customers get maximum value from Scilife. You’ll work within our Customer Success platform, helping shape and execute our digital strategy by optimizing touchpoints and processes at scale.

You'll also play a key role in frontline customer support, helping users across our customer base through our Support Portal. You'll become a go-to expert on the Scilife platform, delivering fast, helpful answers and ensuring every customer interaction adds value.

We believe in a customer-centric approach, and you’ll play a key role in ensuring we stay close to our users, even in a low-touch model.

Your responsibilities:

1. Own and manage a portfolio of customers in our digital / low-touch segment, ensuring high satisfaction and ongoing engagement.
2. Monitor and respond to email inquiries, offering timely, proactive, and expert guidance.
3. Drive renewals, upsells, and product adoption through automated and one-to-many approaches.
4. Contribute to our digital customer strategy, using our Customer Success platform to streamline and optimize engagement at scale.
5. Analyze customer data and behavior to identify trends, opportunities, and areas for improvement.
6. Provide top-tier support to all customers through the Support Portal.
7. Collaborate with the team on content creation, including contributing to the Knowledge Base, recording training sessions, and writing engaging educational materials to support customer success.
8. Continuously improve internal processes and documentation to enhance team efficiency and customer success.
9. Maintain our high customer satisfaction and extremely low churn rates.

What you will need: Must haves:

1. 2+ years of experience in Customer Success or Customer Support, ideally in a SaaS environment.
2. A strong passion for technology and an in-depth understanding of SaaS solutions.
3. Experience with (or strong interest in) digital customer success strategies and Customer Success platforms.
4. Strong data-driven mindset, comfortable using metrics to guide actions and decisions.
5. Exceptional communication skills (both verbal and written) in English.
6. Strong problem-solving skills with the ability to explain technical concepts clearly and concisely.
7. Tech-savvy and enthusiastic about helping customers succeed.
8. A proactive approach and a strong track record of getting things done.
9. A collaborative mindset with excellent interpersonal skills.

Nice to have:

1. Experience in the Life Sciences, Pharma, Biotech, or Medical Devices industry.
2. A talent for creating engaging written and recorded content that supports and guides customers at every stage of their journey.
3. Fluent in Spanish, French or German.

Why would you work for us?

Join an interwoven collection of talented, motivated, and like-minded individuals that share core values and a common goal of boosting science and improving life. We’re proud of our stellar 100% remote team, scattered around the globe from Jodhpur to Antwerp and from Barcelona to Miami.

After all, we know location shouldn’t limit potential! We’re all in different time zones, but we make sure to stay connected through work chats and video calls, and team-building outings that are great fun.

We're a friendly bunch that don't take ourselves too seriously yet still get things done, and you can ask anything to anyone. What’s more, even though we’re office-free, we’ll set you up with all the hard- and software you need (hello, new laptop!) so that together we can blast off to great new heights. Since everyone benefits from a great work / life balance, we listen carefully to what you want and need from us to shine, and we'll do our best to provide it. If you're driven, bright, and ready to be part of our company's rapid growth, we can't wait to welcome you aboard!