Customer Success Scientist | Protein Metrics

Dotmatics

5d•$119,516 - $161,699•Remote

About The Position

Protein Metrics, a Dotmatics Company, is seeking a talented scientist with deep experience in mass spectrometry to join their Customer Success Scientist Team. This role is responsible for interfacing with scientists in a commercial setting, ensuring the best possible user outcome for Protein Metrics' software products. The software allows scientists to perform highly accurate analyses on data generated from mass spectrometry and other analytical platforms, and is used by top pharma and biotech companies globally to improve products and accelerate the development pipeline of biologic therapeutics. The successful candidate will join a global team of energetic scientists providing scientific support for software used in the analysis of complex data. They will develop and share up-to-date knowledge of protein LC/MS data analysis and biopharma workflows, possess a flair for adopting new software tools, and have the ability to learn and teach gains in efficiency. This role is fully remote with 10-15% yearly expected travel for company meetings, customer visits, and conferences. The candidate will primarily support customers in the Pacific time zone, with some secondary support in APAC as needed.

Requirements

Advanced degree (Ph.D. or equivalent experience) in biochemistry, biophysics, analytical chemistry, computational biology, or a related field.
At least 7 years of experience working in biotech/biopharma, life sciences, research, or similar industries.
Deep knowledge of mass spectrometry, chromatography, and software applications for large molecule protein and/or oligonucleotide characterization.
Hands-on experience with protein and/or oligonucleotide mass spectrometry data analysis.
Experience with LC-MS/MS and LC-MS workflow design and troubleshooting (sample prep through data analysis).
Understanding of the biopharmaceutical industry and the need for handling analytical data for biotherapeutic development and production.
Ability to quickly learn software inside and out, eventually leading to a deep understanding of Protein Metrics software applications.
Advanced communication skills acting as a cross-functional SME with ability to translate technical/scientific details to the wider teams.
Ability to identify upsell/expansion opportunities during technical engagements and relay them to sales
Creating and delivering scientific/technical content (webinars, app notes, case studies) aimed at driving adoption
Managing multiple accounts/projects simultaneously with competing priorities

Nice To Haves

Experience with Protein Metrics Byos or Byosphere workflows.
Customer service & project management skills.
Some scripting experience and the ability to utilize AI to develop short pieces of JS or SQL code.

Responsibilities

Work with customers, sales, marketing, product, and engineering teams at Protein Metrics to ensure the ultimate success of the customer.
Partner with the sales team to provide pre-sales support to customers, such as performing product demos and holding detailed scientific discussions to understand the best solutions.
Independently provide post-sale support and training as the technical expert, ensuring that the users are adept at using Protein Metrics Byos and Byosphere software platforms.
Support marketing activities such as conference participation, webinars, application notes, training materials, etc.
Interface with the product and engineering teams to maximize the shape and pace of development.
Ensure appropriate processes and tools are used to guarantee customer success.
Act as a customer advocate.
Gathering and synthesizing customer feedback into structured input for product/engineering roadmaps
Project management skills, particularly around coordinating multi-stakeholder rollouts (customer + internal teams)
Data-driven mindset — using customer usage/success metrics to identify risk or opportunity