Customer Success Associate

Uncountable · Account Management + Customer Success

Pay: $80,000–$90,000/yr
Where: London/New York
Posted: Aug 4

Enterprise software succeeds or fails on adoption. A perfectly configured platform that scientists don't use every day creates zero value, and closing that gap is one of the highest-leverage things we do.

As a Customer Success Associate, you'll drive adoption at our largest and most strategic accounts. You'll be the person who gets scientists actually using Uncountable: building the adoption plan for each account, running the training programs, coaching power users, and diagnosing where usage is stalling and why.

This is a specialist role, deployed where it matters most. Account Managers own the customer relationship and the commercial outcome. You own the adoption plan: creating it, delivering it, and reporting on it. You'll carry three to five accounts at a time, typically global organizations with thousands of researchers across multiple sites and divisions.

What you'd do

Create the adoption plan for each of your accounts: who needs to be using what, by when, and what's blocking them today
Monitor platform usage data to find at-risk teams, underused features, and pockets of strong adoption worth replicating
Diagnose why adoption stalls (unclear workflows, missing configuration, change resistance, an unconvinced manager) and drive the fix with the right internal team
Report progress against weekly active user targets to customer stakeholders and internal leadership
Partner with the Implementation team late in each project to lead go-live training, then own the enablement relationship from there
Build and run training tailored to each audience's actual workflows rather than generic feature tours, for scientists, lab technicians, data managers, and R&D leadership
Deliver across formats: onsite sessions, virtual workshops, office hours, documentation, and recorded content
Develop customer-side champions and power users who sustain adoption after you step back
Create reusable enablement assets that scale beyond the accounts you touch directly
Own rollout and adoption of Bodie, Uncountable's AI assistant, across your accounts

About Uncountable · Account Management + Customer Success

Science moves slowly, not because researchers aren't brilliant, but because their tools haven't kept up. Uncountable is changing that. We build a unified R&D platform used by the world's leading chemists, material scientists, and biologists to dramatically accelerate how new products are discovered, developed, and brought to market. Founded by engineers from MIT and Stanford, and trusted by enterprise R&D organizations across chemicals, pharmaceuticals, advanced materials, and food & beverage,…