Customer Success Specialist

About Company:

Fovus is an AI-powered serverless high-performance computing (HPC) platform that leverages AI to simplify and optimize cloud HPC operations for enterprises. Learn more at www.fovus.co.

Position Overview:

We are seeking a passionate Customer Success Specialist with a strong background in HPC or related fields, a solid understanding of digital R&D, and experience in enterprise software or cloud computing to join our team and ensure our clients achieve success. The CSS will play a crucial role in helping customers successfully adopt and maximize the value of the Fovus platform. This role is ideal for someone who understands the intricacies of HPC or simulation-driven industries and can guide customers in leveraging our platform for their digital R&D goals. As a CSS, you will work closely with clients, providing proactive support, troubleshooting, and strategic guidance to ensure their continued success and satisfaction with our services.

Key Responsibilities:

Customer Onboarding and Product Adoption:

Own the customer onboarding process, ensuring new clients successfully adopt and begin using the Fovus platform. Create and deliver onboarding materials, help guides, and educational content (including video tutorials and how-to articles) to ensure users maximize their product usage and realize value from the start.

Customer Relationship Management:

Build and maintain strong relationships with customers, acting as their primary point of contact and advocate within Fovus. Regularly engage with clients to understand their needs, anticipate challenges, and provide ongoing support.

Proactive Guidance: 

Offer proactive advice and solutions to help customers optimize their use of Fovus for digital R&D and HPC applications, aligning product capabilities with customer objectives.

Technical Support:

Troubleshoot and resolve customer issues related to the platform. Collaborate with engineering and support teams to ensure efficient problem resolution and exceptional customer experiences.

Content Creation and Cross-Functional Collaboration:

Work closely with the marketing and sales teams to enable them with content, including customer success stories, best practices, and product usage examples. Develop and share valuable insights with the product team to inform product improvements based on customer needs and feedback.

Customer Advocacy:

Serve as a customer advocate by gathering feedback, identifying common challenges, and communicating these insights to the product and development teams to influence future product enhancements.

Renewals and Retention:

Drive customer retention by helping clients achieve their goals and showcasing the platform’s ongoing value. Collaborate with the sales team to identify upsell opportunities and secure renewals.

Product Education & Resources: 

Develop customer-facing resources such as guides, tutorials, FAQs, and training materials to support clients in deepening their knowledge and usage of the platform.

Qualifications:

Experience:

2-3 years as a Customer Success Specialist (or similar role) for an enterprise software company or cloud computing platform.

Technical Aptitude:

Ability to understand and explain complex technical concepts, especially as they relate to digital R&D, HPC applications, and cloud-based solutions.

Customer-Focused Mindset:

Strong interpersonal skills with a passion for helping customers achieve success. Ability to handle multiple accounts, manage relationships, and address challenges with empathy and professionalism.

Problem-Solving Skills:

Proven ability to troubleshoot and resolve customer issues, balancing technical acumen with customer service.

Excellent Communication:

Strong written and verbal communication skills, with the ability to translate complex concepts for different audiences.

Adaptability:

Comfortable working in a fast-paced, evolving environment and managing multiple customer accounts and priorities.

Preferred Qualifications:

• Background in High-Performance Computing (HPC) or a related industry using simulations (e.g., engineering, biosciences), with an understanding of how these sectors perform digital R&D.
• Experience with enterprise SaaS platforms, cloud computing, or compute-driven R&D solutions.
• Knowledge of customer success platforms (e.g., Gainsight, ChurnZero, or similar).
• Familiarity with APIs, cloud integrations, or scripting languages is a plus.

Benefits:

• Competitive salary and benefits.
• Stock options at the level of early-stage startup 
• Health, dental, and vision insurance
• Opportunity to work in a dynamic startup environment with innovative and passionate team members.
• Opportunity to be part of an innovative, fast-growing company at the forefront of HPC and digital R&D solutions

How to Apply:

If you are passionate about customer success and excited about driving growth and retention for a cutting-edge software startup, we’d love to hear from you. Please submit your application by filling out this form: https://forms.gle/sUwuLWS8WLnUqqAX9.