[Hiring] Customer Success Specialist REMOTE USA
Position: Customer Success Specialist
Date Posted: October 12, 2025
Industry: Health Tech / Life Sciences / B2B Software
Employment Type: Full Time
Experience: 3–5+ years in Customer Success, Solutions, or Implementation
Qualification: Estimated Bachelor’s Degree or Equivalent Experience in Life Sciences, Health Technology, or Related Field
Location: Los Angeles Metropolitan Area, United States, REMOTE
Company: PictorLabs Inc
Description:
Join PictorLabs Inc as a Customer Success Specialist
Pictor Labs is a pioneer in virtual staining, transforming digital pathology worldwide with AI-powered technology. Our innovative solutions, DeepStain™ and ReStain™, allow unlimited virtual staining from a single tissue sample, streamlining workflows, enhancing diagnostic capabilities, and reducing chemical waste.
As a Customer Success Specialist, you will manage the customer experience for our Virtual Staining Hub (VSH) Demo program, supporting users from onboarding through ongoing adoption. You will collaborate with Product, Engineering, Medical Lab, and Sales teams to ensure customers achieve rapid time-to-value and measurable results.
Key Responsibilities:
- Guide new VSH users through account setup, data collection best practices, data policies, and first-run success (from image upload to results review).
- Coordinate with Product and Marketing to create how-tos, videos, and FAQs.
- Define and track utilization and engagement goals, reporting weekly progress to stakeholders.
- Gather and share customer feedback with Commercial and Product teams proactively and reactively.
- Manage ticket intake, response SLAs, escalations, and maintain an up-to-date knowledge base.
- Monitor activation, weekly active users, image uploads, stain generation, and export behavior.
Required Qualifications:
- 3–5+ years in Customer Success, Solutions, or Implementation in B2B software, health tech, life sciences, or imaging.
- Comfortable supporting technical users in pathology, translational research, or CRO operations.
- Strong communication skills, able to translate complex topics into clear step-by-step guidance.
- Proven ownership of metrics (activation, adoption) and experience creating lightweight processes and SOPs.
- Familiarity with CRM/support systems (HubSpot) and basic analytics/BI dashboards.
Nice to Have:
- Experience in digital pathology, imaging informatics, or AI/ML-enabled products.
- Hands-on with ticketing/knowledge base tools and basic product query skills.
- Customer-facing demo experience.
- Project or program management experience.
- Experience running pilot programs, virtual or physical.
- Willingness to act as a concierge to proactively ensure exceptional customer experience.
Equal Opportunity Statement:
Pictor Labs is an equal opportunity employer committed to diversity and inclusion. We celebrate diverse perspectives and are dedicated to creating an inclusive environment where all employees can thrive, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Disclaimer: The job details above are structured for clarity and based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process.
