Customer Success Manager

Customer Success Manager - Salesforce / Saas - Remote - £65K  - Remote First Organisation
 
Overview:
An exciting opportunity has emerged with a dynamic SaaS company in the life sciences sector for an experienced Customer Success Manager. The role involves building strong client relationships while ensuring successful implementation and customer satisfaction.
 
The chosen candidate will lead the configuration and deployment of a clinical trials platform, managing its ongoing operations and support. The focus will be on driving customer success by serving as the primary point of contact for assigned clients, fostering strong relationships, and ensuring their satisfaction.
 
Role & Responsibilities:

• Lead the team responsible for configuring the SaaS platform, ensuring customers are well-prepared to use it effectively.
• Collaborate with the Product Owner and Business Analysts to gather specific customer configuration requirements.
• Oversee customer service delivery and manage service expectations.
• Collect and relay product feedback from customers to the product team for potential improvements.
• Ensure a structured change management process with clear communication to customers and stakeholders.
• Participate in stand-ups, ceremonies, playbacks, and other relevant meetings.
• Provide timely and effective support to address client inquiries and issues. 
  Essential Skills & Experience:
  
  • Experience with complex Salesforce deployments.
  • Broad technological expertise, along with project management and delivery experience in regulated environments such as healthcare or pharma.
  • Proven track record as a Customer Success Specialist or in a similar role, ideally in a SaaS setting.
  • Skilled in producing and maintaining documentation and training materials in a continuous deployment environment.
  • Strong understanding of customer success principles with a customer-focused approach.
  • Excellent communication, presentation, and interpersonal skills, with the ability to engage and build trust with clients and senior stakeholders.
  • Ability to balance creative, solutions-oriented thinking typical of entrepreneurial cultures with the professionalism and discipline of more established organizations.
  • Desirable: Salesforce certifications, such as Salesforce Administrator.
  • Desirable: Familiarity with clinical trials. 
    Package:
    
    • Up to £64,700 basic salary
    • Hybrid - (once or twice per month in the London office)
    • Pension contribution
    • Life Assurance
    • Income Protection
    • Private Medical Insurance