Customer Success Specialist - Food Science

Overview

This remote role is ideal for a customer-centric professional passionate about fostering durable client relationships and aiding businesses in regulated sectors. You will be the main contact throughout the entire customer lifecycle, delivering consultative support, overseeing projects, and ensuring exceptional client experiences from initial inquiry through to completion. This role involves cross-functional collaboration to provide lab testing and labeling solutions, with a focus on clarifying technical information in accessible terms. It merges customer success, inside sales, and project coordination within a dynamic virtual setting demanding excellent organization, responsiveness, and communication skills.

Key Responsibilities

• Promptly manage inbound web and phone queries, acting as the foremost contact for customers.
• Engage in consultative discussions to understand clients' goals and recommend suitable laboratory testing, labeling, and associated services.
• Create, present, and pursue proposals while steering qualified prospects through the sales pipeline.
• Oversee customer relationships post-project kick-off by organizing onboarding, schedules, updates, report delivery, and follow-ups.
• Work closely with internal teams to keep lab testing, labeling projects, and customer commitments coordinated.
• Track project milestones, respond to customer inquiries, handle routine billing questions, and maintain accurate records in CRM and project management software.
• Identify opportunities for additional offerings while sustaining trusted advisor status with clients.
• Provide client feedback and suggest process enhancements to improve service quality and overall experience.

Candidate Requirements

• Minimum five years in customer success, account management, consultative sales, business development, or comparable client-facing roles.
• Demonstrated ability to manage several customer accounts, sales leads, and parallel projects with strong attention to detail.
• Superior written and oral English communication skills coupled with a professional, customer-oriented demeanor.
• Capacity to grasp technical services and convey complex ideas in clear, practical terms.
• Experience with CRM systems like HubSpot and invoicing tools such as QuickBooks or equivalents.
• Proficiency in Microsoft Outlook, Excel, Word, Teams, and project management platforms.
• Ability to operate autonomously in a collaborative remote environment, exhibiting urgency and accountability.
• Availability for full-time work aligned with Mountain Standard Time (MST) or Pacific Standard Time (PST) business hours.
• Preferred background in food science, laboratory testing, food production, dietary supplements, pet food, or other regulated sectors.
• Familiarity with food labeling laws, nutrition facts panels, FDA, USDA, or AAFCO regulations is advantageous.

Benefits and Work Culture

• Full-time remote work offering geographical flexibility.
• Chance to cultivate client relationships in a consultative manner without cold-calling.
• Involvement with projects relating to lab testing, food science, regulatory adherence, and product labeling.
• Collaborative team atmosphere with frequent interaction between customer success, operations, and technical departments.
• Access to modern tools including HubSpot, Monday.com, QuickBooks, Microsoft Office, and Microsoft Teams.
• Opportunities for skill enhancement within the food science and regulatory compliance areas.
• Competitive pay package based on qualifications and experience.

Additional Information

This role is advertised on behalf of a partner company managing all applications and subsequent processes. The use of AI tools supports application review and shortlisting but final hiring decisions are made by human recruiters. Applicants consent to personal data processing compliant with applicable data protection laws including GDPR. Candidates may exercise their rights concerning data access, correction, deletion, and objection at any time.