Hybrid SaaS Customer Success & Onboarding Specialist

Broughton Software Limited; Leeds; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Company pension

Life insurance

Work from home

Job summary

LabHQ is seeking a Customer Success & Support Specialist to guide customers from onboarding through renewal readiness, combining proactive success with responsive first-line support. You will be the day-to-day contact, helping customers maximise value and spotting where they need help.

Based in Leeds with hybrid remote options, you will work closely with Product and Commercial teams to capture feedback, manage on-boarding, training, and ensure accurate account records as the business grows.

Qualifications

• Customer-facing experience in SaaS, software, technology, scientific services or a comparable B2B environment.
• Background in customer success, support, account management, onboarding or software implementation.
• Track record of owning customer queries and issues through to resolution.
• Strong written and verbal communication, pitched to users of any technical level.
• Confident learning a software product in depth, and the workflows it supports.
• Experience using support, ticketing, CRM or account-management systems.
• Experience in a laboratory, laboratory services organisation or other scientific environment.
• Using, supporting, administering or implementing a LIMS, ELN, QMS or similar system.
• Understanding of lab workflows: sample receipt, testing, results, review/approval and reporting.
• Experience of a regulated or quality-controlled environment.
• Supporting or training users of technical or scientific software.
• Previous experience in a B2B SaaS organisation.

Responsibilities

• Onboarding & Implementation: Take handover post-sale and own onboarding through to a productive go live; Coordinate onboarding activities and follow up with customers; Provide remote and onsite implementation support.

Skills

SaaS customer success

Account management

CRM systems

Ticketing systems

Technical curiosity

Tools

CRM software

Ticketing systems

Lab software (LIMS/ELN/QMS)

Job description

LabHQ is seeking a Customer Success & Support Specialist to guide customers from onboarding through renewal readiness, combining proactive success with responsive first-line support. You will be the day-to-day contact, helping customers maximise value and spotting where they need help.

Based in Leeds with hybrid remote options, you will work closely with Product and Commercial teams to capture feedback, manage on-boarding, training, and ensure accurate account records as the business grows.