Engagement Manager/Director (Customer Success) – Cloud Data & Life Science - EMEA Remote

SeekUp; London; Remote; GBP 50,000 - 100,000; Full time

Job summary

An innovative firm is looking for an Engagement Manager/Director to lead customer success in the cloud data and life sciences sector. This pivotal role focuses on enhancing customer experiences, driving retention, and identifying new business opportunities. You will engage with clients, develop tailored success plans, and collaborate with internal teams to ensure satisfaction and maximize value. This position offers the chance to work in a dynamic environment that values scientific expertise and cutting-edge technology, making a significant impact on the scientific community. If you are passionate about customer success and have a background in life sciences, this role is perfect for you.

Qualifications

• 7+ years in Customer Success or Consulting in Enterprise SaaS.
• Experience in cloud data environments and life sciences.

Responsibilities

• Manage customer relationships, ensuring satisfaction and retention.
• Develop success metrics and conduct Quarterly Business Reviews.
• Collaborate with internal teams to enhance customer experience.

Skills

Customer Success Management

Communication Skills

Attention to Detail

Relationship Building

Data Analysis

Cloud Data Knowledge

Life Sciences Knowledge

Adaptability

Education

BS or M.Sc. in Biology, Biotechnology, Bioengineering, or related field

5+ years of experience in Life Sciences or SaaS/PaaS

Tools

AWS

GCP

Azure

SQL

Job description

Engagement Manager/Director (Customer Success) – Cloud Data & Life Science

Our client is a pioneering Scientific Data and AI Cloud company, distinguished by its unique, open, and purpose-built platform that integrates deep scientific expertise with cutting-edge technology. The company is dedicated to accelerating and enhancing scientific outcomes through its collaborative cloud solution and comprehensive value chain support.

Role Overview:

We are seeking a dedicated Engagement Manager/Director (Customer Success) to join our team. This role involves managing and optimizing the customer experience through a customer-centric approach, ensuring retention, expansion, and overall satisfaction.

Responsibilities:

1. Provide an exceptional customer experience by adopting a customer-first mindset.
2. Take ownership of all facets of customer relationships, including retention, expansion, and satisfaction (evaluated through NPS and CSAT).
3. Oversee the renewal process and identify new scientific business opportunities that align with customer goals and vision, with support from the scientific team as needed.
4. Develop and implement customer success metrics focused on adoption, expansion, and retention.
5. Conduct Quarterly Business Reviews (QBRs) and presentations to accelerate time-to-value.
6. Engage proactively with existing customers to ensure ongoing adoption and satisfaction.
7. Manage the customer onboarding process, including the design and execution of tailored customer success plans.
8. Build strong relationships with customers to understand their needs and maximize value.
9. Capture and analyze customer feedback to address issues promptly.
10. Collaborate with internal teams such as sales, delivery engineers, and Product to use customer feedback for guiding success strategies.
11. Partner with the Product team to advocate for customer feedback and influence the product roadmap.
12. Monitor key success metrics including NPS, CSAT, and Success Plan objectives, providing regular status updates and reviews.
13. Utilize data insights to track progress, performance, and priorities.

Qualifications:

1. Proven experience in a customer success role within a cloud data environment.
2. Strong customer-centric mindset with meticulous attention to detail.
3. Excellent communication skills to coordinate effectively with sales, marketing, and engineering teams.
4. Minimum of 7 years of experience in Customer Success, Professional Services, or Consulting in an Enterprise SaaS context, with the ability to build relationships with users, decision-makers, and stakeholders.
5. Professional and/or Collegiate Life Science experience in a lab for either R&D, Drug Manufacturing/Discovery, Clinical Trials, Instrumentation, etc.
6. Required knowledge of software development and cloud-based data infrastructure (AWS, GCP, Azure).
7. Capability to translate customer needs into Product requirements.
8. Ability to quickly establish trust with Senior Level Business, Scientific, and IT leaders in leading BioPharma organizations.
9. Commitment to delivering an exceptional customer experience.
10. Self-motivated, adaptable, and able to thrive in a dynamic startup environment with evolving processes.
11. Willingness to travel occasionally (10-20%) for customer meetings and workshops.
12. Preferred: General understanding of Life Sciences R&D processes and scientific concepts.
13. Preferred: Familiarity with SQL and table design.
14. Preferred: BS or M.Sc. in Biology, Biotechnology, Bioengineering, Information Technology, or related field, and/or 5+ years of experience in Life Sciences, SaaS/PaaS, or software technology.