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Customer Success Manager

5 hours ago
United Kingdom
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Sapio Sciences

Sapio Sciences

Sapio Sciences provides a science aware™ lab informatics platform with LIMS, ELN, and SDMS software for effortless lab management and collaboration.

Internet Software & Services
51-250
Founded 2004
View All Jobs 7

Description

  • Build and maintain strong customer relationships through regular communication, support, and QBRs.
  • Provide customer consultation on data management, laboratory execution, ELN/LIMS, and AI adoption best practices.
  • Drive product usage, time to value, and user adoption while tracking customer health KPIs and metrics.
  • Develop account plans, action plans, and messaging with the Commercial team to align customer activities with strategic goals.
  • Guide new customers through onboarding and ensure expectations, goals, and deployment plans are transferred effectively.
  • Develop and execute customer success plans to improve adoption, satisfaction, and retention.
  • Monitor customer accounts and health metrics to identify risks and proactively resolve issues.
  • Gather customer feedback, conduct milestone surveys, and share insights with internal teams.
  • Educate customers through workshops, webinars, check-ins, and other enablement activities.
  • Act as the customer advocate internally and identify opportunities for expansion and additional value.

Requirements

  • 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 field.
  • 10+ years of experience in customer success or account management roles in scientific software industries.
  • Strong interpersonal communication skills with empathy, patience, and understanding.
  • Ability to anticipate challenges and provide creative, customer-centered solutions.
  • Strong organizational and multitasking skills to manage multiple customer needs and schedules.
  • Collaborative, team-oriented mindset focused on improving customer satisfaction.
  • Proficiency with CRM and customer success tools.
  • Experience with survey data analysis is a plus.
  • Global travel to client sites required.

Benefits

  • Inclusive and accessible recruitment process with reasonable adjustments available.
  • Commitment to diversity, equity, and inclusion.
  • Opportunity to work in a collaborative, forward-thinking environment.
  • Chance to support customers in advancing scientific discovery and diagnostics.

Interested in this position?

Apply directly on the company website

Apply Now

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