Location: Head Office, Kitchener, OntarioJob Type: Full-time, permanentExperience: 1+ years' experience in a technical customer facing role preferredEducation: Master's Degree in Science (Biochemistry preferred)About the Job:We are looking for a customer-centric self-starter who has a desire to be part of a growing early-stage company.We are looking for an energetic and driven advocate of customer success to continue to drive our customer success process. We are looking for an educator who loves making customers happy by building relationships through SPR experimental optimization, helping each scientist find success within their own research project. We are looking for a lifelong learner, with empathy for customer experience, tact for mindful customer engagement and an ability to drive new initiatives to better the team. Finally, we are looking for a confident advocate to help our customers understand the value of our products, excellent support and SPR expertise.Who you are:You love a challenge and you're always open to new experiences and growth through learning. You want to support customers with tools that will make research simpler for them and help them get the data they need to make a difference in the world. You're passionate about managing relationships to provide excellent end-to-end customer experience and increase our Net Promoter Score. You love stepping out of your comfort zone while also keeping track of your day-to-day tasks. You want to be a part of a thriving small team, work well under pressure and you have great communication skills. You are motivated by making an impact on your workplace and you thrive on challenging problems. You're a quick learner and you know when to move on from something when it isn't working.



You are looking to grow your career at an exciting biotech company!Duties:Provide technical expertise to our active customers and suggest improvements for their experimental workflows around SPRWork with both the customer and internal stakeholders at Nicoya to determine optimal support case resolutions that serve the needs of the customer and make business sense for NicoyaMaintain detailed customer accounts and details in our CRMTravel to support customer training, equipment installs, equipment maintenance and sales initiatives as requiredOrganize and host remote onboarding, training and instrument repairs/maintenance for recent and existing customersTake customer and team feedback, to suggest and complete projects that improve Nicoya's processesCollaborate with product team to provide design input based on customer needs for future product considerationsWrite app notes and other content for the Customer Success Knowledge base, in support of customer experiment optimization and our subject matter expertiseBe the expert on Nicoya's products for our customers and their go-to person for successOur Ideal Candidate Has:Previous experience in a technical customer success roleExceptional written and verbal communication skills; comfortable spending time with clients and presenting in front of audiencesAble to prioritize and focus efforts and training around the specific needs of each customer,



showing flexibility and compassion for their goals and objectives for successAble to think on the spot, responding in real time to all customer needsStrong active listening skills, including the practice of empathy and compassionMaintains an active passport and an ability to travel globally, unimpededAble to perform multiple different tasks independently requiring minimal supervisionAn understanding of typical business processes and how different departments within an organization collaborateStrong ability to evaluate potential business outcomes of a customer interaction and suggest solutions that balance customer needs and the best interest of the companyHard working, enthusiastic, and outgoingFormal graduate training in science, biotechnology, chemistry, materials science, or related fieldsHands on experience with SPR, BLI or similar biophysical technique is a plusAbout UsWe help scientists and teams turn complex science into actionable insight. Nicoya's platforms support scientists across discovery, characterization, and quality — helping teams generate reliable, reproducible biophysical insight where it matters most. From nanotechnology to microfluidics, our technologies are built on decades of invention and purposeful growth. Scientists trust us because we pair brilliant engineering with dedicated customer support, ensuring reliable data, intuitive tools, and success at every step.Nicoya is an inclusive and equal opportunity employer. If you require accommodation to participate in the recruitment process, please let us know. We will accommodate your needs as required under applicable legislation. Information related to accommodation requirements will be addressed confidentially.

📌 Customer Success Scientist (Kitchener)
🏢 Financial Edge
📍 Kitchener