Customer-Facing Scientist

Brighton Science•Cincinnati, OH

1d•$70,000 - $80,000•Hybrid

About The Position

Brighton Science provides BConnect, a subscription-based network of measurement instruments and software that helps manufacturers monitor and control surface quality. Its patented system measures water contact angle to provide surface traceability and help predict whether bonds, coatings, or seals will hold. Customers use BConnect for R&D, troubleshooting, and production quality programs. The Customer-Facing Scientist helps BConnect customers succeed and stay engaged after implementation. This person serves as a day-to-day technical contact, assisting with measurement programs, instrument and software issues, and applying surface measurement to manufacturing processes. The role builds relationships with customer engineering and quality teams, monitors account health, and ensures issues are resolved while identifying opportunities. With growing product and application knowledge, the employee will take on more onboarding, training, and account strategy responsibilities. The role reports to the Manager of Customer Success and is part of the Customer Success team. The internal title is Customer Success Manager. The position is based in person at Brighton Science’s Cincinnati, Ohio office Monday through Thursday, with the option to work remotely on Fridays, and involves approximately 10–15% travel. Compensation is $70,000–$80,000 plus benefits.

Requirements

Bachelor’s degree in chemistry, chemical engineering, materials science, physics, or a related field; candidates with other backgrounds and relevant hands-on experience will be considered.
1–2 years of experience in a lab, quality, process engineering, technical service, or applications role; co-op and internship experience counts.
Comfort explaining technical concepts to engineers, technicians, and managers, in writing and in person.
Detail-oriented approach and strong organizational skills, with the ability to manage multiple customers at once.
Curiosity about why things fail and desire to grow into a customer-facing technical career.

Nice To Haves

Interest in industrial and manufacturing environments.
Experience with metrology, coatings, adhesives, or surface treatment.

Responsibilities

Serve as the first point of contact for technical questions about lab instrumentation, software, and surface measurement; resolve issues or escalate them to the appropriate internal team.
Train customer engineers, technicians, and quality teams on water contact angle, surface chemistry, adhesion fundamentals, and instrument and software capabilities, both in person and by video call.
Help customers apply surface measurement to cleaning, surface treatment, bonding, coating, and quality-control processes.
Hold regular check-ins with assigned customers to ensure they use BConnect effectively and progress toward their goals.
Support new-customer onboarding alongside the Customer Success team, with the opportunity to lead onboarding independently over time.
Monitor customer measurement data and usage for changes and risk signals, and flag accounts needing attention.
Maintain accurate customer records, activity, and account details in HubSpot.
Document customer feedback, technical issues, and bug reports and share them with product and engineering teams.
Build expertise in surface preparation and adhesion-related manufacturing processes and serve as a technical resource for customers.
Support renewals for assigned customers and identify opportunities to expand BConnect into new lines, sites, and applications.