Biological Customer Success (Client-Facing)

About The Role

TeraCyte is seeking a hands-on, people-oriented professional with a strong biological background and technical aptitude to support our system in the field, bridge communication between users and our internal teams, interest potential users and contribute to continuous product and service improvement. The ideal candidate combines wet lab experience, customer empathy, and the ability to translate feedback into actionable insights for our biology, engineering, and commercial departments.

At TeraCyte, we are revolutionizing biological research and industrial processes with our cutting-edge Temporal Cytometry technology. Our end-to-end solution, from data capture to AI-driven predictions, provides unparalleled data integrity and supports groundbreaking research and applications.

To learn more, please visit our website:

https://www.teracyte.ai/careers/biological-customer-success

Key Responsibilities

• Serve as the primary field expert for the installation, operation, and troubleshooting of our system.
• Train researchers on how to effectively utilize our system and provide in-person and remote technical and scientific support to researchers using our system, ensuring high satisfaction and usability.
• Collaborate with researchers to understand their needs and tailor system use to their goals.
• Collect and synthesize user feedback and usage insights; proactively communicate findings to internal teams.
• Act as a cross-functional liaison to ensure product enhancements and user requests are reflected in future iterations of the system.

Qualifications

• MSc or PhD degree in Biology or a related field.
• 2+ years of hands-on experience with cell culture techniques in research or biotech settings.
• Technical proficiency and troubleshooting skills with lab instrumentation or systems. Comfortable working around electromechanical hardware, optics, and basic troubleshooting tools.
• Demonstrated ability to collaborate across diverse stakeholders and departments.
• Proven customer facing experience with excellent communication and interpersonal skills, with the ability to convey feedback clearly across technical and non-technical teams.
• Israeli driving license

Skills and Attributes

• Strong scientific grounding combined with technical fluency.
• Enjoys customer interaction and can build trusted relationships with researchers.
• Skilled at active listening, documenting user needs, and turning those into internal insights.
• Team-oriented and capable of working cross-functionally.
• Highly organized and comfortable juggling field tasks with internal communication.