Customer Success Specialist

The Customer Success Specialist is a critical, multifaceted role that sits at the heart of Conscium's commercial engine. You will own the end-to-end Enterprise customer onboarding and training experiences. You will be the primary liaison of our enterprise customers, collecting platform feedback, and bringing it into our product, commercial and development teams to shape future development.

This is a high-impact, high-visibility role suited to someone who is as comfortable managing platform adoption through platform explanations and training. You will contribute to tender responses. You will be a key voice of our customers internally and a trusted representative of Conscium externally, generating opportunities for further sales within existing clients. To be effective in this role, you shall aspire to become a power user of the platform you are enabling.

You will be reporting directly into the VerifyAX product team.

Key Responsibilities 1. Pilot Setup & Programme Management

• Scope, co-develop, setup and deliver Verify AX platform pilots with prospective Enterprise customers.
• Define pilot success criteria in collaboration with clients and internal stakeholders.
• Monitor pilot progress, proactively addressing issues and ensuring a smooth transition to full deployment.
• Being comfortable with using AI in a meaningful way in conjunction with product analytics to monitor and report internally on key account progress is a plus.
• Capture and document pilot learnings to continuously improve the process and inform product development.

2. Customer Onboarding

• Own the end-to-end onboarding journey for new Verify AX Enterprise customers, ensuring a seamless and positive first experience.
• Develop and maintain onboarding documentation, welcome materials and implementation guides.
• Coordinate internally with technical, product and scientific teams to ensure customer environments are configured correctly and on time.
• Establish clear onboarding milestones, tracking progress and communicating updates to customers and internal stakeholders.

3. Platform Training

• Design and deliver tailored training programmes for customer teams on the Verify AX platform.
• Develop training materials including guides, video walkthroughs, FAQs and quick-reference resources.
• Manage and iterate on a central training knowledge base, ensuring content remains current as the platform evolves.
• Assess and address knowledge gaps, providing refresher sessions and advanced training as required.
• Spend time with business and technical SMEs to ensure they are becoming power users of VerifyAX and understand what would enable them to test their agents more efficiently so we can build it.

4. Customer Support & Relationship Management

• Act as the primary point of contact for Enterprise customer queries, questions and issues relating to the Verify AX platform and build and run the features updates funnel.
• Proactively engage with customers to monitor satisfaction, gather feedback and identify opportunities for upsell or expansion.
• Build long-term trusted relationships with key customer contacts to support retention and advocacy.

What We Offer:

• A unique opportunity to work on the frontier of AI and neuroscience with a team made up of world leading specialists and advisors.
• Salary of £65k, plus benefits.
• Remote work options.
• The chance to work on projects that have the potential to shape the future of AI and its relationship with humanity.