Customer Success Scientist | Protein Metrics

Our Why At Dotmatics 

At Dotmatics, a Siemens company,  we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, SoftGenetics and Virscidian.

We have a vision for a new Lab of the Future that will change the future of scientific research.

We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.

Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.

Shaping the Future of Science At Dotmatics 

Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.

You’ll join a collaborative, global team pushing the boundaries of scientific innovation.  Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.

We are Science Driven. We are Customer Centric. We are Better Together. 

What do we need, Protein Metrics is seeking a West Coast based talented scientist with deep experience in mass spectrometry to join our Customer Success Scientist Team who are responsible for interfacing with scientists in a commercial setting, ensuring the best possible user outcome for our products. 

Protein Metrics’ software allows scientists to perform highly accurate analyses on the data generated from mass spectrometry and other analytical platforms. The top pharma and biotech companies use our software globally in order to improve their products and accelerate the development pipeline of biologic therapeutics. Protein Metrics is a Dotmatics Company. 

You will join a global team of energetic scientists providing scientific support of software for analysis of complex data. As a part of the global customer success team, you will develop and share up-to-date knowledge of protein LC/MS data analysis and biopharma workflows. You will have a flair for adopting new software tools, and an ability to learn and teach gains in efficiency.

This role is fully remote with 10-15% yearly expected travel for company meetings, customer visits, and conferences. 

Candidate will be primarily supporting customers in the Pacific time zone with some secondary support in APAC, as needed.

In this role you will get to 

• Work with customers, sales, marketing, product, and engineering teams at Protein Metrics to ensure the ultimate success of the customer.
• Partner with the sales team to provide pre-sales support to customers, such as performing product demos and holding detailed scientific discussions to understand the best solutions.
• Independently provide post-sale support and training as the technical expert, ensuring that the users are adept at using Protein Metrics Byos and Byosphere software platforms.
• Support marketing activities such as conference participation, webinars, application notes, training materials, etc.
• Interface with the product and engineering teams to maximize the shape and pace of development.
• Ensure appropriate processes and tools are used to guarantee customer success.
• Act as a customer advocate.

 

We are looking for people with an advanced degree (Ph.D. or equivalent experience) in biochemistry, biophysics, analytical chemistry, computational biology, or a related field, with at least 7 years of experience working in biotech/biopharma, life sciences, research, or similar industries.

The key skills we are looking for

• Deep knowledge of mass spectrometry, chromatography, and software applications for large molecule protein and/or oligonucleotide characterization.
• Hands-on experience with protein and/or oligonucleotide mass spectrometry data analysis.
• Experience with LC-MS/MS and LC-MS workflow design and troubleshooting (sample prep through data analysis) 
• The understanding of the biopharmaceutical industry and the need for handling analytical data for biotherapeutic development and production.
• Ability to quickly learn software inside and out, eventually leading to a deep understanding of Protein Metrics software applications.
• Advanced communication skills acting as a cross-functional SME with ability to translate technical/scientific details to the wider teams. 
• Ability to identify upsell/expansion opportunities during technical engagements and relay them to sales
• Creating and delivering scientific/technical content (webinars, app notes, case studies) aimed at driving adoption
• Managing multiple accounts/projects simultaneously with competing priorities
• Gathering and synthesizing customer feedback into structured input for product/engineering roadmaps
• Project management skills, particularly around coordinating multi-stakeholder rollouts (customer + internal teams)
• Data-driven mindset — using customer usage/success metrics to identify risk or opportunity

You may also have 

• Experience with Protein Metrics Byos or Byosphere workflows. 
• Customer service & project management skills. 
• Some scripting experience and the ability to utilize AI to develop short pieces of JS or SQL code.

Total Rewards 

Dotmatics utilises a national market-based approach to base pay benchmarking and pay band development. The candidate's final starting pay is based on job-related skills, experience, job specific qualifications & location. In addition to base salary, Dotmatics has implemented a total rewards strategy, which is the combination of compensation, benefits and recognition. 

Certain positions are also eligible for variable pay; your recruiter will discuss the full compensation package details.

Other Total Rewards Offered

• Medical, Dental, Vision, Insurance
• Health Spending Accounts
• Wellness Benefits (Mental Health Apps and Fitness Perks)  
• Company-paid Life and Disability Insurance
• 401k Retirement Plan (with 4% company match; immediate vesting)
• Flexible Time off Plan (for US exempt employees)

This is the range that we, in good faith, believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Base Pay Range $119,516—$161,699 USD

Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.

By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information. 

Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.