SENIOR CUSTOMER SUCCESS MANAGER

Introduction Do you thrive on helping customers succeed by serving as a trusted advisor and guiding them to make the most out of their tools? Do you excel at optimising engagement processes to ensure customers achieve their goals and experience continued growth? Are you passionate about understanding customer needs, managing complex accounts, and creating impactful content that adds value throughout their journey?Are you driven by the goal of maintaining high levels of customer satisfaction and retention, ensuring they reach their goals and continue to grow with the platform? Does the idea of working in the Pharmaceutical, Biotech, and Medical Devices industries excite you?If you answered yes to these questions, keep reading—we might have the perfect opportunity for you!Who is ScilifeAt Scilife, we build cloud-based technology that helps our customers in the Life Sciences industry manage everything quality, process, and product-related. Our customers make lifesaving and life- enhancing products that make a difference in the world. Our technology helps them get their products and services to market fast while complying with regulatory requirements by providing them with a pre-validated SaaS solution.What would your job be like at ScilifeWe are looking for a Senior Customer Success Manager with a passion for technology and a background in managing larger, complex accounts within the SaaS B2B and Life Sciences sectors. As a pivotal member of our driven and highly motivated Customer Success Team, your primary focus will be to understand and advocate for our customers' needs and goals.In this role, your daily interactions with customers will be crucial in ensuring they have access to all the necessary tools, support, and training required to achieve their business objectives with our platform.By working closely with our customers, you will play a key role in gathering insightful feedback, which is essential for continuously improving our product. You will have the opportunity to influence our product roadmap through close collaboration with the product development team.Your ResponsibilitiesManage a Portfolio of Complex Accounts: Serve as a trusted advisor to a diverse range of high-value customers, guiding them on best practices and strategies to maximise their use of the Scilife platform. You will actively identify opportunities to add value and foster customer success.Identify Opportunities for Growth and Value Enhancement: Engage with customers to deeply understand their evolving needs and business objectives. Leverage these insights to recommend additional features, services, or solutions that align with their goals, provide greater value, and drive increased revenue. Through these efforts, help customers fully utilise the Scilife platform, ensuring they achieve success and capitalise on growth opportunities.Contribute to Strategic Customer Success Projects: Work alongside your colleagues on high-impact projects that enhance the overall Customer Success function.Optimise Customer Engagement Processes: Create and refine processes that promote effective customer engagement and satisfaction.Maintain High Levels of Customer Satisfaction and Retention: Consistently strive to meet and exceed customer expectations, contributing to our low churn rate.Build and Maintain Our Knowledge Base: Collaborate with the Customer Success Team to develop and update content that empowers customers and enhances their self- service capabilities.Lead Customer Training Initiatives: Develop and conduct engaging training sessions, continuously seeking new approaches and creating valuable content to enhance customer knowledge and usage of our platform.What you will needMust haves:4+ years of experience as Customer Success Manager, preferably in a SaaS B2B environment, managing complex and large-scale accounts.A strong passion for technology and an in-depth understanding of SaaS solutions. Exceptional communication skills (both verbal and written) in English; proficiency in Spanish is highly advantageous.Strong problem-solving skills with the ability to explain technical concepts clearly and concisely.A collaborative mindset with excellent interpersonal skills.A proactive approach and a strong track record of getting things done.Nice to have:Experience in the Life Sciences, Pharma, Biotech, or Medical Devices industry. Proficiency in PHP, HTML, CSS, JavaScript, or other coding languages.A talent for creating engaging written and recorded content that supports and guides customers at every stage of their journey.Fluent in French.Why would you work for usJoin an interwoven collection of talented, motivated, and like-minded individuals that share core values and a common goal of boosting science and improving life. We’re proud of our stellar 100% remote team, scattered around the globe from Jodhpur to Antwerp and from Barcelona to Miami. After all, we know location shouldn’t limit potential! We’re all in different time zones, but we make sure to stay connected through work chats and video calls, and team-building outings that are great fun.We're a friendly bunch that don't take ourselves too seriously yet still get things done, and you can ask anything to anyone. What’s more, even though we’re office-free, we’ll set you up with all the hard- and software you need (hello, new laptop!) so that together we can blast off to great new heights. Since everyone benefits from a great work/life balance, we listen carefully to what you want and need from us to shine, and we'll do our best to provide it. If you're driven, bright, and ready to be part of our company's rapid growth, we can't wait to welcome you aboard!