Customer Success Scientist (CSS)

Nicoya; Kitchener; On-site; CAD 65,000 - 90,000; Full time

Job summary

Nicoya is seeking a customer-centric, self-starting advocate to join our Head Office team in Kitchener, Ontario. This full-time role prefers 1+ years’ experience in a technical customer-facing role and a Master’s Degree in Science.

You will build relationships, guide customers through SPR experiments, organize onboarding, and collaborate with product teams to influence future offerings while traveling as needed.

Qualifications

• Master’s degree in Science (Biochemistry preferred).
• 1+ years’ experience in a technical customer facing role preferred.
• Experience in customer success or related field is desirable.
• Excellent written and verbal communication skills.

Responsibilities

• Provide technical expertise to active customers and suggest improvements for SPR workflows.
• Coordinate with customers and Nicoya stakeholders to resolve support cases in a timely and business-friendly way.
• Maintain detailed customer records in the CRM.
• Travel to support training, installations, maintenance and sales initiatives as needed.
• Organize and host remote onboarding, training and instrument repairs for customers.
• Capture feedback to drive process improvements within Nicoya.
• Collaborate with product teams to give design input based on customer needs.
• Create app notes and customer success knowledge base content.

Skills

Customer success

Communication

Relationship management

Travel readiness

Multitasking

Active listening

Cross-functional collaboration

Empathy

Problem solving

Education

Master’s degree in Science (Biochemistry preferred)

Tools

SPR

BLI

Job description

Location: Head Office, Kitchener, Ontario

Job Type: Full-time, permanent

Experience: 1+ years’ experience in a technical customer facing role preferred

Education: Master’s Degree in Science (Biochemistry preferred)

About the Job:

We are looking for a customer-centric self-starter who has a desire to be part of a growing early-stage company.

We are looking for an energetic and driven advocate of customer success to continue to drive our customer success process. We are looking for an educator who loves making customers happy by building relationships through SPR experimental optimization, helping each scientist find success within their own research project. We are looking for a lifelong learner, with empathy for customer experience, tact for mindful customer engagement and an ability to drive new initiatives to better the team. Finally, we are looking for a confident advocate to help our customers understand the value of our products, excellent support and SPR expertise.

Who you are:

You love a challenge and you’re always open to new experiences and growth through learning. You want to support customers with tools that will make research simpler for them and help them get the data they need to make a difference in the world. You’re passionate about managing relationships to provide excellent end-to-end customer experience and increase our Net Promoter Score. You love stepping out of your comfort zone while also keeping track of your day-to-day tasks. You want to be a part of a thriving small team, work well under pressure and you have great communication skills. You are motivated by making an impact on your workplace and you thrive on challenging problems. You’re a quick learner and you know when to move on from something when it isn’t working. You are looking to grow your career at an exciting biotech company!

Duties:

• Provide technical expertise to our active customers and suggest improvements for their experimental workflows around SPR
• Work with both the customer and internal stakeholders at Nicoya to determine optimal support case resolutions that serve the needs of the customer and make business sense for Nicoya
• Maintain detailed customer accounts and details in our CRM
• Travel to support customer training, equipment installs, equipment maintenance and sales initiatives as required
• Organize and host remote onboarding, training and instrument repairs/maintenance for new and existing customers
• Take customer and team feedback, to suggest and complete projects that improve Nicoya’s processes
• Collaborate with product team to provide design input based on customer needs for future product considerations
• Write app notes and other content for the Customer Success Knowledge base, in support of customer experiment optimization and our subject matter expertise
• Be the expert on Nicoya’s products for our customers and their go-to person for success

Our Ideal Candidate Has:

• Previous experience in a technical customer success role
• Exceptional written and verbal communication skills; comfortable spending time with clients and presenting in front of audiences
• Able to prioritize and focus efforts and training around the specific needs of each customer, showing flexibility and compassion for their goals and objectives for success
• Able to think on the spot, responding in real time to all customer needs
• Strong active listening skills, including the practice of empathy and compassion
• Maintains an active passport and an ability to travel globally, unimpeded
• Able to perform multiple different tasks independently requiring minimal supervision
• An understanding of typical business processes and how different departments within an organization collaborate
• Strong ability to evaluate potential business outcomes of a customer interaction and suggest solutions that balance customer needs and the best interest of the company
• Hard working, enthusiastic, and outgoing
• Formal graduate training in science, biotechnology, chemistry, materials science, or related fields
• Hands on experience with SPR, BLI or similar biophysical technique is a plus

About Us

We help scientists and teams turn complex science into actionable insight. Nicoya’s platforms support scientists across discovery, characterization, and quality — helping teams generate reliable, reproducible biophysical insight where it matters most. From nanotechnology to microfluidics, our technologies are built on decades of invention and purposeful growth. Scientists trust us because we pair brilliant engineering with dedicated customer support, ensuring reliable data, intuitive tools, and success at every step.

Nicoya is an inclusive and equal opportunity employer. If you require accommodation to participate in the recruitment process, please let us know. We will accommodate your needs as required under applicable legislation. Information related to accommodation requirements will be addressed confidentially.