At a Glance
- Tasks: Drive software adoption and training for scientists at top global accounts.
- Company: Join Uncountable, a pioneering R&D platform transforming scientific research.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Be part of a dynamic team with a focus on AI in R&D.
- Why this job: Make a real impact by helping scientists use cutting-edge technology in their labs.
- Qualifications: Experience in customer success or scientific roles; strong communication skills.
The predicted salary is between 29700 - 36300 £ per year.
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.
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.
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 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. 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.
- 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.
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.
Customer Success Associate employer: Uncountable
Uncountable Engineering is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for Senior Full-Stack Engineers to thrive. With competitive salaries, equity options, and comprehensive health benefits, employees are well-supported in their professional journeys. The opportunity to work on cutting-edge technology that impacts Fortune 500 companies, combined with a commitment to employee growth and development, makes Uncountable a rewarding workplace for those passionate about transforming industrial research.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Uncountable. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Uncountable before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Uncountable:Your cover letter is your chance to shine! Tell us why you want to work at Uncountable specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Uncountable!
How to prepare for a job interview at Uncountable
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
