Software Support & Success Specialist

Software Support & Success Specialist

Salary Range: $60,000.00 annually

Location: Open to Candidates Across All U.S. Time Zones (Headquarters in Memphis, TN)

Travel: Up to 10%

Help Scientists Make Discoveries That Matter. At Transnetyx, we're passionate about accelerating scientific discovery through innovative technology. Our Colony + AMI software helps biomedical researchers manage breeding colonies and animal research more efficiently, allowing them to focus on what matters most—advancing science.

We're looking for a customer-focused, technically curious Software Support & Success Specialist who enjoys solving problems, building relationships, and helping customers achieve success. If you have experience in biomedical research, mouse genetics, laboratory software, or SaaS customer support—and enjoy educating and empowering users—we'd love to hear from you.

What You'll Do

As a Software Support & Success Specialist, you'll become a trusted partner to researchers around the world by helping them successfully implement, adopt, and maximize the value of our Colony + AMI software platform. In this role, you will:

• Serve as the primary liaison between customers and Transnetyx, ensuring exceptional customer experiences from onboarding through long-term success.
• Provide technical support for Colony + AMI Web and iOS applications, including: software training, breeding strategy consultation, project creation, troubleshooting, and ongoing customer support.
• Guide customers from free trial to paid subscription through education, engagement, and outstanding service.
• Monitor customer adoption and success metrics to improve software utilization and customer retention.
• Partner with Product Management by sharing customer feedback that influences future product development.
• Develop customer resources including FAQs, tutorials, videos, training guides, and support documentation.
• Host engaging virtual demonstrations, webinars, customer presentations, and occasional onsite training.
• Respond promptly to customer inquiries through Live Chat and support ticketing systems.
• Collaborate closely with Sales, Product Management, and Support leadership to deliver an exceptional customer experience.
• Participate in team meetings, company Vital Signs meetings, and other collaborative initiatives.
• Ability to travel up to 10% as needed.

Qualifications

What You'll Bring

Required Education: Bachelor's degree in Biology, Biomedical Sciences, Life Sciences, or a related scientific discipline or equivalent relevant certifications and experience.

Preferred Experience: We're especially interested in candidates who have experience with one or more of the following: biomedical research involving mouse genetics or colony management, managing breeding colonies or research projects within digital software platforms, customer-facing support or customer success roles, software-as-a-service (SaaS) platforms, scientific software implementation or laboratory technology, using consultative or relationship-based ("soft sell") customer engagement techniques.

Skills That Will Help You Thrive

You'll be successful if you are: passionate about helping customers succeed, an excellent communicator with strong verbal and written communication skills, comfortable presenting, training, and educating customers, analytical with strong attention to detail, organized and able to prioritize multiple projects, adaptable, proactive, and solution-oriented, self-motivated with a strong sense of ownership, collaborative and relationship-focused, proficient in Microsoft Office and quick to learn new software applications, comfortable working with diverse customers across cultures and disciplines.

Why Join Transnetyx?

At Transnetyx, our people are our greatest strength. Every team member contributes to advancing scientific research while living our YX Ten+ Core Values every day. When you join our team, you'll enjoy: meaningful work that supports groundbreaking biomedical research, a collaborative, people-first culture, opportunities to grow your scientific and technical expertise, cross-functional collaboration with Product, Sales, and Customer Success teams, a company committed to innovation, integrity, and continuous improvement.

If you're energized by helping customers solve complex problems while contributing to scientific advancement, you'll find purpose and opportunity here.

Ready to Make an Impact? Join a team that's transforming how researchers manage their colonies and helping accelerate scientific discovery around the world. Apply today and become part of the Transnetyx mission.