Digital Customer Success Specialist (Biotech)

TL;DR

Digital Customer Success Specialist (Biotech): Providing expert guidance to customers via digital channels and automation to drive product adoption and ensure they maximize value from the platform. Focus on optimizing processes, refining customer journeys, and providing top-tier support through the Support Portal.

Location: Remote EMEA

Company

hirify.global helps life science companies digitize, automate, and scale their quality and compliance processes.

What you will do

• Manage a portfolio of customers in our digital/low-touch segment, ensuring high satisfaction and ongoing engagement.
• Monitor and respond to email inquiries, offering timely, proactive, and expert guidance.
• Drive renewals, upsells, and product adoption through automated and one-to-many approaches.
• Contribute to our digital customer strategy, using our Customer Success platform to streamline and optimize engagement at scale.
• Provide top-tier support to all customers through the Support Portal.
• Collaborate with the team on content creation, including contributing to the Knowledge Base, recording training sessions, and writing engaging educational materials to support customer success.

Requirements

• 2+ years of experience in Customer Success or Customer Support, ideally in a SaaS environment.
• A strong passion for technology and an in-depth understanding of SaaS solutions.
• Experience with (or strong interest in) digital customer success strategies and Customer Success platforms.
• Exceptional communication skills (both verbal and written) in English.
• Strong problem-solving skills with the ability to explain technical concepts clearly and concisely.
• A collaborative mindset with excellent interpersonal skills.

Nice to have

• Experience in the Life Sciences, Pharma, Biotech, or Medical Devices industry.
• Proficiency in PHP, HTML, CSS, JavaScript, or other coding languages.
• A talent for creating engaging written and recorded content that supports and guides customers at every stage of their journey.
• Fluent in Spanish, French or German.

Culture & Benefits

• Prioritize balance and well-being.
• Embrace creativity and innovation.
• Rely on data and insights to guide decisions.
• Listen, support, and grow together.