Software Support & Success Specialist

Full-Time | Exempt

Location: Open to Candidates Across All U.S. Time Zones (Headquarters in Memphis, TN)
Starting Salary: $60,000 annually
Travel: Up to 10%

Help Scientists Make Discoveries That Matter.

At Transnetyx, we're passionate about accelerating scientific discovery through innovative technology. Our Colony + AMI software helps biomedical researchers manage breeding colonies and animal research more efficiently, allowing them to focus on what matters most—advancing science.

We're looking for a customer-focused, technically curious Software Support & Success Specialist who enjoys solving problems, building relationships, and helping customers achieve success. If you have experience in biomedical research, mouse genetics, laboratory software, or SaaS customer support—and enjoy educating and empowering users—we'd love to hear from you.

What You'll Do

As a Software Support & Success Specialist, you'll become a trusted partner to researchers around the world by helping them successfully implement, adopt, and maximize the value of our Colony + AMI software platform.

In this role, you will:

• Serve as the primary liaison between customers and Transnetyx, ensuring exceptional customer experiences from onboarding through long-term success.
• Provide technical support for Colony + AMI Web and iOS applications, including:
  • Software training
  • Breeding strategy consultation
  • Project creation
  • Troubleshooting and ongoing customer support
• Guide customers from free trial to paid subscription through education, engagement, and outstanding service.
• Monitor customer adoption and success metrics to improve software utilization and customer retention.
• Partner with Product Management by sharing customer feedback that influences future product development.
• Develop customer resources including FAQs, tutorials, videos, training guides, and support documentation.
• Host engaging virtual demonstrations, webinars, customer presentations, and occasional onsite training.
• Respond promptly to customer inquiries through Live Chat and support ticketing systems.
• Collaborate closely with Sales, Product Management, and Support leadership to deliver an exceptional customer experience.
• Participate in team meetings, company Vital Signs meetings, and other collaborative initiatives.
• Ability to travel up to 10% as needed.