Technical Customer Success Specialist

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…