Healthcare & Laboratory Customer Success Specialist

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Healthcare & Laboratory Customer Success Specialist

Healthcare & Laboratory Customer Success Specialist
Fully Remote

Description

Remote | Part Time Temporary Position

CLSI is seeking a customer-focused, tech-savvy laboratory healthcare professional to provide maternity leave coverage while helping us pilot new customer engagement and sales enablement initiatives.

This role is ideal for someone who enjoys solving customer problems, building relationships, improving processes, and finding opportunities to help organizations get more value from the products and services they use. The successful candidate will work across customer support and member experience and assist with user onboarding, analytics, and targeted outreach efforts that support CLSI's growth strategy.

This is a part- time temporary contract position with the potential for future opportunities based on organizational needs and demonstrated business impact.

Customer Support & Member Services

• Serve as a first point of contact for customer and member inquiries.
• Troubleshoot and resolve most customer support requests independently.
• Escalate complex issues and coordinate resolution with internal teams and external vendors.
• Deliver a positive customer experience through timely, professional support.
• Conduct onboarding and demo sessions for new members.
• Help customers maximize the value of their CLSI membership and subscriptions.
• Develop customer-facing resources, FAQs, and communications that improve self-service and adoption.
• Act as the primary day-to-day contact for support vendors and fulfillment partners.
• Track support activity, identify trends, and recommend process improvements.
• Maintain customer service reporting and analytics.
• Conduct project-based outreach to prospective customers.
• Nurture qualified leads through the quote stage.
• Work closely with marketing and customer experience teams to improve engagement and conversion processes.

laboratory healthcare professionals who have:

• Experience in customer service, customer success, account management, or membership services. Experience supporting business customers (B2B preferred).
• Familiarity with customer service or CRM platforms such as Hub Spot, Zendesk, Salesforce, or similar systems.
• Strong problem-solving and communication skills.
• High-level of initiative. Collaborative, proactive, and highly organized.
• Comfort managing multiple priorities and working independently.

• Background in laboratory healthcare, laboratory medicine, diagnostics, or life sciences.
• Experience with lead generation, lead nurturing, or sales support activities.
• Bachelor's degree required; advanced degree preferred.

At CLSI, you'll help the global laboratory community improve the quality of testing that influences patient care every day. This role offers a unique opportunity to contribute to customer success while helping pilot new approaches to membership growth, engagement, and sales enablement.