Customer Success Specialist

The opportunity

We are looking for a motivated and customer-focused Customer Success Specialist to help our customers successfully adopt and scale our machine-learning platform Alchemite. This role sits at the intersection of customers, product, and commercial, helping large enterprise customers adopt, expand, and scale their use of our platform to ensure complex technical solutions deliver real and lasting value.

You will be customer focused and help guide implementations, support ongoing usage, and help shape how our technology is applied in real-world environments. This is an excellent opportunity for someone early in their career who enjoys working with people, travelling, solving problems, and learning about cutting-edge technology.

Main duties and responsibilities

• Responsible for the day to day management of delivery and onboarding of enterprise customers using our Alchemite platform
• Contribute to documentation, onboarding materials, and internal delivery processes
• Act as a primary point of contact for customers during implementation and early adoption
• Manage multiple customer delivery and onboarding projects in parallel, ensuring timelines, priorities, and stakeholders are coordinated effectively
• Work with engineering and R&D teams to translate customer needs into technical requirements
• Monitor customer usage, identify issues, and proactively help customers achieve success
• Assist with configuring, testing, and deploying solutions in customer environments
• Build strong relationships with customers and help identify opportunities for expansion or improvement
• Supporting the creation and delivery of training programs

Essential requirements

• Strong communication skills and ability to explain complex ideas clearly
• Comfortable working with technical products (software, SaaS, data, ML, engineering, or similar)
• Highly organised, proactive, and able to manage multiple tasks
• Friendly, professional, and confident working directly with customers
• Interest in technology, AI, machine learning, or deep-tech environments
• Willingness to travel

Desirable requirements

• 2–5 years experience in customer success, delivery, technical support, consulting, or similar customer-facing role
• Bachelor’s degree (STEM, engineering, computer science, or similar preferred but not required) 
• Exposure to machine learning, data science, or research-driven products
• Experience with APIs, data pipelines, or technical integrations
• Experience in a startup, scale-up, or R&D environment
• Experience working with enterprise customers

 The above is not an exhaustive list and you are required to be flexible in your approach to carrying out your duties which may change from time to time in order to reflect business needs or the company’s continuous improvement. Intellegens is committed to providing training and development opportunities as part of the role to grow the technical, communication, and scientific skills of the successful candidate.

What can we offer you?

• A competitive financial package – salary and share options
• 5 weeks annual leave pro rata, flexible leave policy
• Salary sacrifice pension, with company savings being paid into the scheme
• A collaborative work environment with neither red tape nor bureaucracy
• Scope for career development as an early team member
• Support and resources to develop your skills and succeed in the role
• Hybrid working arrangements and a great team culture
• Access to an EAP, wellbeing champion, and financial advice
• Enhanced sickness policy
• Regular social and team building events
• Cycle scheme

About Intellegens

With Intellegens, you can apply advanced machine learning to find new product and process solutions, get products to market faster, and break through R&D bottlenecks. The Alchemite™ Suite offers a series of easy-to-use apps focused on key challenges for scientists, experimentalists, data scientists, or their managers. Unlock insights hidden in your data and guide decision-making to reduce experimental workloads by 50-80%. Share results and collaborate across R&D teams. 

Originally developed at the University of Cambridge, the Alchemite™ algorithm offers unique capabilities for handling real experimental and process data. Since 2017, Intellegens has further advanced the method, implemented software solutions that enable it to be applied to solve practical problems in industrial R&D, and developed deep experience of such applications through hundreds of projects. The strengths of Alchemite™ include its ability to train machine learning models on sparse and noisy data, where other machine learning methods typically fail, and accurate uncertainty quantification, enabling effective decisions.

The Intellegens team of expert scientists, software engineers, and commercial staff is based in its new Cambridge Headquarters at Chesterton Mill. Its record of innovation and customer success led to it being awarded ‘AI Company of the Year’ in the Cambridge Independent Science & Technology Awards, 2023, selected from a very strong peer group of scientific software and research businesses in the Cambridge ‘Silicon Fen’ region. Successful applications of Intellegens technology have included alloys, specialty chemicals, plastics, paints, coatings, cosmetics, food and beverages, drugs, biopharmaceuticals, batteries, and optimising manufacturing processes.