Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Build and maintain robust customer relationships while establishing new connections.

• Offer strategic, outcome-driven guidance and consultation to customers.

• Assist customers in unlocking the full potential and long-term benefits of Sapio solutions.

• Provide expert advice on best practices related to data management, laboratory execution, and the adoption of AI.

• Enhance usage, accelerate time to value, and promote user adoption; create and monitor customer-health KPIs.

• Conduct consistent personalized communications, quarterly business reviews (QBRs), milestone surveys, workshops, webinars, and check-ins.

• Formulate account plans, action plans, messaging strategies, customer success plans, and onboarding resources.

• Oversee onboarding processes and translate customer expectations and objectives into deployment strategies.

• Track customer accounts and health metrics, proactively mitigating risks and resolving issues.

• Serve as an advocate for customers internally and work collaboratively with cross-functional teams.

• Broaden customer networks and identify new opportunities to enhance value delivery.

• Create hospitality-focused customer interactions and deliver concierge-level support.

• Aim for a 100% referenceable customer portfolio.

• Engage in global travel to client locations.

⛳️ Requirements

• A Bachelor's degree in Bioinformatics, Laboratory Informatics, Information Technology with scientific applications, Life Sciences, Scientific Computing, Data Management, Hospitality, Communications, Public Relations, or a related discipline.

• Over 10 years of experience in customer success or account management roles within scientific software sectors.

• Proven experience in Customer Success within the Life Sciences field.

• Understanding of the scientific terminology associated with ELN/LIMS and AI.

• Excellent interpersonal and empathetic communication skills.

• Capacity to foresee challenges and deliver innovative, customer-focused solutions.

• Strong organizational skills and ability to multitask effectively.

• Collaborative mindset with a team-oriented approach.

• Proficiency in CRM and customer success platforms.

• Willingness to travel globally to client sites.

• Experience in analyzing survey data is an advantage.

🏝️ Benefits

• An inclusive and accessible recruitment process with reasonable adjustments.

• A collaborative and innovative work environment.

• Opportunities for personal and professional growth and development.

• A commitment to equal opportunity within a diverse and inclusive workplace.