Customer Success Manager

Oxford Nanopore Technologies; Oxford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading biotechnology firm in Oxford is seeking a Customer Success Manager to unify customer service and sales functions. You will lead a regional team, manage operations, and collaborate with multiple departments to enhance customer satisfaction. The ideal candidate will have over 10 years of experience in customer-facing roles and proven management skills. This position offers office-based work with some travel required.

Qualifications

• At least 5 years of management experience.
• Minimum of 10 years' experience in customer-facing roles.
• Proficiency with Salesforce or similar CRM systems.

Responsibilities

• Lead a regional Customer Service team to meet objectives.
• Manage daily team operations ensuring high-quality service.
• Produce performance reports and present reviews.

Skills

Management experience

Customer-facing roles

Salesforce or similar CRM

Operational excellence

Problem-solving skills

Confident communication

Collaborative team player

Education

Degree qualification

Tools

Salesforce

Job description

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Job Description

Customer Success Manager

Oxford | Office-Based | Some Travel Required

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? We are seeking a Customer Success Manager to join our Global Services team in Oxford. Reporting to the Associate Director of Customer Success, you will play a key role in unifying customer service, sales, and success functions to improve operational efficiency and customer satisfaction.

What You'll Be Doing:

• Leading a regional Customer Service team to meet customer needs and company objectives.
• Managing daily team operations and ensuring high-quality service delivery.
• Maintaining Customer Health Scores and Success Plans for VIP customers.
• Handling escalations and providing effective resolutions promptly.
• Collaborating with Sales, Product, Finance, Logistics, and Supply Chain teams to improve service processes.
• Producing performance reports and presenting monthly Customer Success reviews.
• Visiting client sites to strengthen relationships and gather feedback.
• Driving continuous process improvements to enhance efficiency and customer experience.
• Coaching and developing the team to meet KPIs and uphold high service standards.

What We're Looking For:

• Degree qualification with at least 5 years of management experience.
• Minimum of 10 years' experience in customer-facing roles.
• Proficiency with Salesforce or similar CRM systems.
• Strong operational excellence and problem-solving skills.
• Confident communicator, both face-to-face and in presentations.
• A proactive, collaborative team player who exceeds expectations.

Bonus Points If You Have:

• Experience with ERP systems.
• Background in sales or purchasing.
• Skills in report creation, data analysis, and process review.

Please note that no terminology in this advert is intended to discriminate on the grounds of gender, marital status, race, religion, colour, age, disability, or sexual orientation. Every candidate will be assessed solely based on merits, qualifications, and ability to perform the duties of the job.

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About Us

Oxford Nanopore Technologies aims to bring broad societal benefits through enabling accessible molecular analysis. We have developed advanced nanopore-based sensing technology for faster, information-rich, and affordable DNA/RNA sequencing, with applications extending to proteins and other molecules. Our technology helps understand biology and diseases like cancer across humans, plants, animals, bacteria, viruses, and environments. As a UK-headquartered company with global reach, we foster a culture of innovation and ambition, serving customers in over 125 countries.