Job description

Technical Customer Success Specialist If you’re the kind of person who enjoys being the bridge between customers and technology – translating real-world needs into solutions that work – keep reading. As a Technical Customer Success Specialist at Wavefront Software , you’ll become the long-term partner for customers after implementation, helping them succeed, adapt, and grow with a highly configurable Laboratory Information Management System (LIMS) platform used across scientific industries such as Materials Testing, Biotech, Environmental, and Food & Beverage laboratories. This is a new remote role on a small, experienced team where you’ll have direct customer engagement, get to exercise problem-solving and communication skills in a tech-forward role, and build relationships across the business. What You’ll Do This is an intentionally broad role - relationship management, technical fluency, ticket triage, change-order scoping, and internal coordination all live in the same job. Day-to-day you’ll: Build strong post-implementation relationships , guiding customers through ongoing updates, support, and evolving needs across their LIMS environment Be the primary liaison between customers and internal teams , translating requirements into actionable work across product, development, training, and reporting Drive adoption and account health , executing success plans, aligning on roadmaps, and ensuring customers are getting measurable value from the platform Triage and manage support tickets , prioritizing issues, communicating status, and ensuring timely resolution while identifying trends that signal broader issues Scope and coordinate change orders , defining requirements, estimating work, and partnering with internal teams to deliver on time and within scope Provide technical guidance and solution design , becoming fluent in product configuration and advising customers on how to solve complex operational challenges Identify expansion opportunities , partnering with leadership to grow accounts as customer needs evolve What You Need to Thrive in This Role You may have a background in a customer-facing SaaS roles or even in a laboratory environment or experience with LIMS (those last two are pluses but not required). We’re looking for a combination of: A 4-year degree in a science or technical major 1+ years in a customer-facing support role Laboratory environment and LIMS experience is a plus Clear, confident communication – able to work directly with customers across a wide range of technical and organizational contexts The ability to translate real-world workflows into system configurations, especially when requirements are still taking shape Technical curiosity and aptitude – comfort learning a complex, configurable software platform and how it maps to laboratory operations Strong organization and documentation habits , particularly when balancing multiple accounts, tickets, and change requests Sound judgment in prioritization , including when to escalate urgent issues versus working through solutions independently Adaptability across different customer-facing environments – from small labs to large organizations with layered decision-making A proactive, self-directed approach suited to a remote, low-oversight environment Above all, success here comes from curiosity, flexibility, and a willingness to continuously learn ! About us Wavefront Software has been supporting laboratories and their ever-changing LIMS (laboratory information management system) needs for over 20 years. Based in Dublin, Ohio, our team remotely serves customers in industries ranging from advanced materials and manufacturing to environmental and healthcare. Over the years, Wavefront LIMS solution has grown to meet the wide array of needs for dozens of customers but always keeping in mind their first goals: customer support and ease of use. Learn more about us here: wavefrontsoftware.com What we offer you We care about the well-being of our employees and their families; our benefits package illustrates, in part, the level of commitment you’ll feel from us: Starting salary in the $65,000 - $90,000/yr range Fully remote role – located in the Midwest is a plus Generous 401k contributions Paid holidays + 15 days Paid Time Off Medical, dental & vision insurance with PPO and HSA options Health Savings Account with matching up to $750/year Basic Life, Short-term & Long-term Disability insurance are all company-paid! Pets are family too, and we have a group insurance plan available and reimburse towards your premiums I’m interested. How do I get started? Apply to: [application link] Is this the job for you? If not, feel free to share this link with someone who might be interested. myHR Partner is our hiring management partner for this position, and all resumes/applications will be reviewed for this position and only for our organization. Qualified candidates will be contacted by myHR Partner for a one-way video interview. Additional steps in our interview process will include video interviews with the team, an in-person interview with the leadership team, a pre-employment background check, and drug screening. Thank you for considering us as a potential employer !

Requirements

Must-haves

Technical Customer Success Specialist
If you’re the kind of person who enjoys being the bridge between customers and technology – translating real-world needs into solutions that work – keep reading.
What You’ll Do
This is an intentionally broad role - relationship management, technical fluency, ticket triage, change-order scoping, and internal coordination all live in the same job. Day-to-day you’ll:
Build strong post-implementation relationships , guiding customers through ongoing updates, support, and evolving needs across their LIMS environment
Be the primary liaison between customers and internal teams , translating requirements into actionable work across product, development, training, and reporting
Drive adoption and account health , executing success plans, aligning on roadmaps, and ensuring customers are getting measurable value from the platform
Triage and manage support tickets , prioritizing issues, communicating status, and ensuring timely resolution while identifying trends that signal broader issues
Scope and coordinate change orders , defining requirements, estimating work, and partnering with internal teams to deliver on time and within scope
Provide technical guidance and solution design , becoming fluent in product configuration and advising customers on how to solve complex operational challenges
Identify expansion opportunities , partnering with leadership to grow accounts as customer needs evolve
What You Need to Thrive in This Role
You may have a background in a customer-facing SaaS roles or even in a laboratory environment or experience with LIMS (those last two are pluses but not required). We’re looking for a combination of:
A 4-year degree in a science or technical major
1+ years in a customer-facing support role
Clear, confident communication – able to work directly with customers across a wide range of technical and organizational contexts
The ability to translate real-world workflows into system configurations, especially when requirements are still taking shape
Technical curiosity and aptitude – comfort learning a complex, configurable software platform and how it maps to laboratory operations
Strong organization and documentation habits , particularly when balancing multiple accounts, tickets, and change requests
Sound judgment in prioritization , including when to escalate urgent issues versus working through solutions independently
Adaptability across different customer-facing environments – from small labs to large organizations with layered decision-making
A proactive, self-directed approach suited to a remote, low-oversight environment
Above all, success here comes from curiosity, flexibility, and a willingness to continuously learn !

Nice-to-haves

Laboratory environment and LIMS experience is a plus

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: bamboohr
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Paid Time Off