Senior Customer Success Manager

Senior level

Join Our Team as a
Senior Customer Success Manager!

Do you thrive on helping customers succeed by  serving as a trusted advisor and guiding them to make  the  most  out  of  their  tools?  Do  you  excel  at  optimising  engagement  processes  to  ensure customers  achieve  their  goals  and  experience  continued  growth?  Are  you  passionate  about understanding customer needs, managing complex accounts, and creating impactful content that adds value throughout their journey?

Are  you  driven  by  the  goal  of  maintaining  high  levels  of  customer  satisfaction  and  retention, ensuring they reach their goals and continue to grow with the platform? Does the idea of working in the Pharmaceutical, Biotech, and Medical Devices industries excite you?

If you answered yes to these questions, keep reading—we might have the perfect opportunity for you! 

What would your job be like at Scilife?

We  are  looking  for  a  Senior  Customer  Success  Manager  with  a  passion  for  technology  and  a background in managing larger, complex accounts within the SaaS B2B and Life Sciences sectors.

As  a  pivotal  member  of  our  driven  and  highly  motivated  Customer  Success  Team,  your  primary focus will be to understand and advocate for our customers' needs and goals.

In this role, your daily interactions with customers will be crucial in ensuring they have access to all the  necessary tools,  support, and  training  required  to achieve  their  business  objectives  with our platform.

By  working  closely  with  our  customers,  you  will  play  a  key  role  in  gathering  insightful  feedback, which is essential for continuously improving our product. You will have the opportunity to influence our product roadmap through close collaboration with the product development team. 

Your responsibilities:

• • Manage a Portfolio of Complex Accounts: Serve as a trusted advisor to a diverse range of high-value customers, guiding them on best practices and strategies to maximise their use of the Scilife platform. You will actively identify opportunities to add value and foster customer success.
  • Identify Opportunities for Growth and Value Enhancement: Engage with customers to deeply understand their evolving needs and business objectives. Leverage these insights to recommend additional features, services, or solutions that align with their goals, provide greater value, and drive increased revenue. Through these efforts, help customers fully utilise the Scilife platform, ensuring they achieve success and capitalise on growth opportunities.
  • Contribute to Strategic Customer Success Projects: Work alongside your colleagues on high-impact projects that enhance the overall Customer Success function.
  • Optimise Customer Engagement Processes: Create and refine processes that promote effective customer engagement and satisfaction.
  • Maintain High Levels of Customer Satisfaction and Retention: Consistently strive to meet and exceed customer expectations, contributing to our low churn rate.
  • Build and Maintain Our Knowledge Base: Collaborate with the Customer Success Team to develop and update content that empowers customers and enhances their self-service capabilities.
  • Lead Customer Training Initiatives: Develop and conduct engaging training sessions, continuously seeking new approaches and creating
    
    
    

What you will need:

• • 4+ years of experience as Customer Success Manager, preferably in a SaaS B2B environment, managing complex and large-scale accounts.
  • A strong passion for technology and an in-depth understanding of SaaS solutions.
  • Exceptional communication skills (both verbal and written) in English; proficiency in Spanish is highly advantageous.
  • Strong problem-solving skills with the ability to explain technical concepts clearly and concisely.
  • A collaborative mindset with excellent interpersonal skills.
  • A proactive approach and a strong track record of getting things done.
  • Experience in the Life Sciences, Pharma, Biotech, or Medical Devices industry.

• • Proficiency in PHP, HTML, CSS, JavaScript, or other coding languages.
  • A talent for creating engaging written and recorded content that supports and guides customers at every stage of their journey.
  • Fluent in French.

Why Scilife?

At Scilife, we care about results. If you can deliver, then you belong with us. You will be working with a company with strong industry partners, a good track record with exponential growth in the coming years, and colleagues with big hearts, sharp skills, and a professional work ethic. We will allow you to work 100% remotely so that you can balance your work and your personal life the way you want. Say goodbye to pointless commutes and traffic once and for all. Let's save the earth together.