Strategic Customer Success Manager — Life Sciences

Sapio Sciences; Chesterfield; On-site; GBP 45,000 - 75,000; Full time

Job summary

Sapio Sciences is seeking an experienced Customer Success Manager to deliver strategic insights and an outcome-focused approach, ensuring customers feel guided, valued, and empowered. You will foster relationships, discover opportunities, and collaborate with internal teams to maximize value realization and meet strategic objectives.

As the CSM, you’ll guide onboarding, drive adoption, and lead initiatives that improve customer health metrics.

Qualifications

• Bachelor’s degree in Bioinformatics/Lab informatics, IT with scientific applications, Life Sciences, Scientific computing or Data Management, Hospitality, Communications or Public Relations or a related field
• Experience in Customer Success in Life Sciences: 10+ years in customer success or account management-related roles in scientific software industries

Responsibilities

• Assist customers and understand ELN/LIMS and AI language
• Provide 고객 consultation on data management, laboratory execution and AI adoption to drive usage and KPI tracking
• Cultivate strong, trusting relationships with customers through regular communication and support
• Develop and identify opportunities for Sapio to deliver value to clients
• Work with Commercial team to align activities across the customer life cycle
• Listen to customer needs and respond with empathy and solutions
• Champion the customer voice internally to meet needs
• Monitor and report customer success metrics to inform improvements
• Guide onboarding with clear, friendly communications
• Develop onboarding materials for Sapio partnership
• Proactively monitor accounts and offer proactive solutions
• Develop and execute customer success plans to drive adoption and retention
• Gather feedback and share insights with internal teams
• Conduct milestone surveys to track satisfaction
• Monitor health metrics to address risks
• Resolve issues promptly with a calm, solution-focused approach
• Be a customer advocate and pursue opportunities for expansion
• Design hospitality-minded touchpoints to enhance interactions

Skills

Empathetic communication

Problem solving

Organizational skills

Team-oriented mindset

CRM tools

Education

Bachelor’s degree in Bioinformatics / Laboratory informatics / IT with scientific applications / Life Sciences / Scientific computing or Data Management

Tools

CRM software

Job description

Sapio Sciences is seeking an experienced Customer Success Manager to deliver strategic insights and an outcome-focused approach, ensuring customers feel guided, valued, and empowered. You will foster relationships, discover opportunities, and collaborate with internal teams to maximize value realization and meet strategic objectives.

As the CSM, you’ll guide onboarding, drive adoption, and lead initiatives that improve customer health metrics.