Customer Success Specialist

ACS International, Ltd.; United States; Remote; USD 75,000 - 110,000; Full time

Benefits offered by this job

Home office

Flexible working hours

Onboarding with mentoring

Training and professional development

Job summary

ACS International, Ltd. is seeking a Customer Success Specialist to help customers adopt CAS solutions like CAS SciFinder and CAS IP Finder, and to support sales as a scientific-technical liaison. You will work with AI-enabled tools, APIs, and data integration within R&D workflows.

You will collaborate with a multinational team, write code, and contribute to AI and data integration projects. Remote work with up to 30% travel is expected as part of customer engagements.

Qualifications

• Excellent command of English; additional European languages desirable.
• Bachelor’s degree or higher in chemistry, biochemistry, materials science, or related science; MSc/PhD preferred.
• Experience in medicinal chemistry, drug discovery, cheminformatics, or materials science is preferred.
• Hands-on AI experience beyond chat: AI-assisted coding, RAG, or LLM agents via MCP.
• Experience discussing API access, data pipelines, or ELN/LIMS integrations with customers.
• Working knowledge of REST APIs, JSON, Python; RDKit familiarity is a bonus.
• Customer-focused, able to explain complex concepts to scientists, IT staff, and managers.
• Familiarity with CAS SciFinder, CAS IP Finder, or similar sources is a plus.
• Willingness to travel up to 30%.

Responsibilities

• Deliver tailored product demonstrations, training, and workshops for customers and staff.
• Support sales in integration discussions: clarify use cases, API/MCP options, liaison to CAS services for POCs.
• Build working demos and AI agents that query CAS data for customers.
• Match customer research questions to CAS products, search strategies, and AI workflows.
• Relay customer feedback to product management on integrations and AI features.
• Share AI, API, and data integration know-how within the team.

Skills

English proficiency

AI-assisted coding

APIs & data integration

REST APIs

JSON

Python

RAG / LLM agents

Communication to scientists/IT

Travel up to 30%

Education

Bachelor’s degree in chemistry or related natural science

MSc or PhD preferred

Tools

RDKit

Job description

ACS International, Ltd. (ACSI) is a wholly owned subsidiary of the American Chemical Society. ACSI is comprised of representatives that serve the scientific community worldwide. Employees represent products and services provided by ACS divisions, including ACS Publications and CAS (e.g., CAS SciFinder® and STN®) to the world’s most important scientific companies, government organizations, global patent offices and academic institutions to promote research and discovery.

Position Summary

You will join a motivated, multinational team of scientists and IP experts who support users of CAS solutions across EMEA.

As a Customer Success Specialist, you will help customers adopt CAS solutions, including CAS SciFinder, CAS IP Finder™, Powered by STN, CAS Newton℠, and CAS Connections℠, and support sales as a scientific and technical liaison when customers explore integrating CAS content into R&D systems and AI workflows via API or Model Context Protocol (MCP).

The role suits a natural scientist, ideally a chemist, who communicates confidently with customers and has a deep understanding of how scientific data is structured, represented, and queried. You take a hands‑on approach, write code, have built AI‑assisted tools or agents, and will strengthen the team’s expertise in AI, APIs, and data integration.

Position Responsibilities

• Delivering tailored product demonstrations, training, and workshops for customers and internal staff
• Supporting sales in integration discussions with customers: helping to clarify use cases, explaining API and MCP access options, and acting as a liaison to CAS Custom Services℠ for proof‑of‑concept projects
• Building working examples for demonstrations, such as artifacts or AI agents that query CAS data
• Supporting sales in matching customer research questions and needs to CAS products, search strategies, and AI‑assisted workflows
• Relaying customer feedback on products, integrations, and AI features to product management
• Sharing AI, API, and data integration know‑how within the team

Job Requirements

• Language Proficiency: excellent command of English; proficiency in additional European languages is highly desirable.
• Educational Background: Bachelor’s degree or higher in chemistry, biochemistry, materials science, or a related natural science; an MSc or PhD is preferred.
• Preferred Expertise: Research experience in medicinal chemistry, drug discovery, cheminformatics, or materials science.
• Applied AI: Hands‑on experience beyond chat use, such as AI‑assisted coding, retrieval‑augmented generation (RAG), or building LLM agents that call external tools and data, ideally via MCP.
• Integration Experience: Experience discussing API access, data pipelines, or ELN and LIMS integrations with customers or stakeholders.
• Programming and Data: Ideally working knowledge of REST APIs, and JSON, Python; familiarity with cheminformatics tools such as RDKit is an advantage.
• Communication and Customer Focus: An approachable, customer‑oriented style and the ability to explain scientific and technical concepts clearly to scientists, IT specialists, and managers; experience in customer success, application science, or technical sales is an advantage.
• Preferred Experience: Familiarity with CAS SciFinder, CAS IP Finder, or comparable scientific information sources.
• Travel Requirements: Willingness to travel up to 30%.
• Mobile work (100% home office) with flexible working hours
• Competitive salary and performance bonus
• Thorough onboarding with shadowing and mentoring options
• Training and professional development opportunities