Customer Success Lead

About the Position

Datagrok is a next-generation analytics platform built from first principles to unify data, compute, and scientific workflows in the browser. Enterprises use Datagrok to run complex analytics at scale - across chemistry, biology, clinical research, and beyond.

We need someone who will become an expert on the platform - documenting it, testing it, teaching it, and enabling customers to use it effectively. This is a hybrid role at the intersection of engineering, QA, technical writing, and customer enablement. It starts technical and becomes customer-facing as you grow.

Responsibilities

Phase 1 (months 1-6): Platform Mastery

• Work across technical writing, QA, and light development
• Learn Datagrok's capabilities, JS/TS API, plugins, and workflows
• Create and maintain technical assets: docs, code samples, tutorials, and videos
• Lead QA and manage 2 manual QA engineers
• Design and execute test strategies (manual + automation)
• Develop repeatable test plans for platform features, APIs, and workflows
• Identify and fix gaps in documentation, UX, and quality

Phase 2 (months 6+): Customer Enablement

• Provide first-line technical support: answer questions, triage issues, guide users
• Prepare responses for RFPs, RFIs, and customer FAQs
• Update docs based on customer feedback
• Act as the voice of the customer inside the company
• Own and refine the customer onboarding experience
• Deliver customer training sessions and product demos

Requirements

Must Have

• Strong junior-to-mid-level JavaScript/TypeScript skills
• Fluent English (C1+), excellent written and spoken communication
• 2+ years leading QA efforts (manual + automation), including test strategy design
• Ability to learn complex systems and understand architecture
• Ability to explain technical concepts clearly to developers, scientists, and business users
• Strong user-oriented mindset
• System-level thinking: spots gaps in docs, tests, UX

Nice to Have

• Background in UX/UI or a strong eye for clarity and structure
• Experience with scientific or life-science software
• Prior customer-facing technical role (Solutions Engineer, Technical Account Manager, etc.)

Why This Role Is Unique

• You'll get a 360° view of a cutting-edge scientific analytics ecosystem
• You will become one of the most knowledgeable users of Datagrok
• You'll work across engineering, QA, docs, product, UX, and customer success
• You'll shape how teams and customers learn and adopt Datagrok

If you want to build, test, teach, and enable - all in one role - we'd love to talk.

Locations

• Remote (minimum 4-hour EST overlap required)
• Kyiv, Ukraine
• Georgia

Employment Type

• Full time