Customer Success Specialist, Biopharma

JoVE is the world- leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.

The Role

As a Customer Success Specialist, you will help scientists at leading biopharma companies worldwide integrate JoVE videos into their laboratory and operational workflows to improve research and training outcomes. You will play a key role in ensuring customers get maximum value from their JoVE subscription by driving adoption, engagement, and long-term usage.

Responsibilities:

• Conduct daily outreach to scientific, quality, manufacturing, and training teams via calls, emails, and 1:1 product demos to support JoVE integration into lab, operational, and training workflows and increase product usage.
• Drive JoVE adoption by delivering product awareness and training sessions across existing biopharma customers and research institutes.
• Grow engagement and usage by delivering presentations at Industry exhibits and conferences, Webinars and Onsite customer visits, showcasing relevant scientific, operational, and compliance-driven applications.
• Support strong subscription renewals by ensuring smooth implementation, ongoing engagement, and consistent usage of JoVE resources.
• Positively engage and foster ongoing communication with key decision makers to provide updates and align activities with the company’s strategic objectives and evolving needs.
• Serve as a trusted scientific partner to customers, understanding their research workflows and aligning JoVE solutions to their needs.
• Influence product decisions by communicating customer feedback to sales, product, and marketing teams.

• A Master’s degree or PhD in Life Sciences or a related discipline.
• At least 2 years of hands-on research experience in wet-lab or research environments, with demonstrated ownership of experimental workflows (e.g., assay development, protocol optimization, data analysis).
• Experience working in biopharma companies, CROs, CDMOs, or research centers is strongly preferred.
• Excellent communication skills in English, with strong presentation and interpersonal abilities.
• Comfortable working in a customer-facing role involving regular outreach, live demonstrations, and scientific discussions.
• Self-driven, results-oriented, and able to work in a fast-paced, cross-functional environment.

• A competitive compensation package.
• You will make a direct impact in accelerating science research and education.
• Opportunity to work with global teams and in an environment that promotes innovation and collaboration.
• Our strong promotion from within culture draws a clear path to advance your career with us