Customer Success Specialist - Food Science

Company and Job Overview:
Our client helps small and midsize manufacturers of human food, pet food, and supplements
navigate laboratory testing, labeling, and retail-readiness requirements. They make food science easier to understand by providing practical guidance, responsive service, and clear explanations of laboratory results.

The Customer Success Specialist is the primary commercial and service contact for customers
throughout their entire client journey. This person responds to inbound inquiries, learns what the customer is trying to accomplish, recommends appropriate services, prepares and follows up on proposals, and converts qualified opportunities into projects. After the sale, they continue to own the relationship by coordinating project setup, tracking progress, communicating updates, delivering final reports, supporting questions, and identifying future needs. This is a remote customer success and inside sales role. Leads come through the website and by phone, so outbound cold calling is not required.

What You Will Own:
- Respond promptly and professionally to inbound web and phone inquiries, serving as a knowledgeable first point of contact.

- Use consultative discovery to understand the customer’s product, business goals, timing, questions, and underlying reasons for seeking testing or labeling support.

- Recommend appropriate laboratory testing, labeling, and related services within established company guidelines, involving technical team members when specialized expertise is needed.

- Prepare, present, and follow up on quotes or proposals; answer questions; address concerns; and guide qualified opportunities toward a clear decision.

- Maintain ownership of the customer relationship after the sale, providing continuity from initial inquiry through project completion and future work.

- Meet individual and team goals for responsiveness, opportunity follow-up, revenue, project handoff quality, and customer experience.

Customer and Project Management:
- Oversee laboratory testing projects from start to finish, including submission forms, sample instructions, confirmation of sample arrival, expected delivery dates, status updates, and final report delivery.

- Manage customer questions about projects, reports, invoices, and next steps, coordinating with the appropriate internal expert when needed.

- Monitor the support inbox and ensure inquiries and reports are handled accurately and on time.

- Coordinate nutrition facts panel and recipe template work with the Director of Operations, including production management and customer communication.

- Coordinate AAFCO-related work and guaranteed analysis with label review projects, with final quality control completed by the Director of Operations when applicable.

- Follow up on invoices generated through QuickBooks and help resolve routine billing questions.

- Recognize opportunities for additional services or future projects based on the customer’s goals, and make relevant recommendations without compromising trust.

Sales Operations and Internal Collaboration:
- Document customer conversations, project progress, notes, tasks, next steps, and follow-up dates in HubSpot so the team has a complete and current record.

- Maintain accurate project status and delivery dates in Monday.com, and flag risks or delays early.

- Work closely with the Director of Operations and other team members to keep technical, laboratory, labeling, and customer commitments aligned.

- Communicate clearly during handoffs, coverage periods, and escalations so customers receive consistent support.

- Contribute customer feedback and recurring questions that can improve services, processes, educational resources, and the overall customer experience.

Required Qualifications:
- 5+ years of experience in consultative inside sales, business development, account management, customer success, or a closely related customer-facing role.

- Demonstrated ability to manage a sales pipel