Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager handling accounts in UK Pharma Solutions team at Unilabs. Ensuring client satisfaction and collaborating with internal teams for project delivery.
Responsibilities
- Manage UK client accounts on a day-to-day basis, ensuring a high level of satisfaction and service delivery
- Act as the primary communication point for clients, ensuring timely follow-ups and clear information flow
- Collaborate with Contracts & Proposals teams to develop and deliver quotes and requotes
- Build and maintain strong relationships with key stakeholders, both internal and external
- Ensure all work complies with relevant quality and regulatory standards (including GCP and GLP)
- Coordinate with cross-functional teams to align client needs with service delivery and innovation
- Develop and execute account plans to drive growth and long-term partnerships
- Participate in industry events, conferences, and networking opportunities to enhance brand visibility
- Monitor market trends and provide insights to support strategic initiatives
- Support global commercial activities and special projects where required
Requirements
- BSc or MSc in Life Sciences, Biotechnology, Biomedical Science, Pharmacy, or a related field
- Fluent in English
- Willingness and ability to travel
- Proven experience managing key stakeholders, including senior (C-suite) clients
- Experience within the healthcare, pharmaceutical, or clinical research environment
- Strong working knowledge of Microsoft Office tools
- Experience in clinical trials or scientific sales (desirable)
- Knowledge of drug discovery, pre-clinical testing, and clinical trial processes (desirable)
- Familiarity with regulatory standards such as GLP and GCP (desirable)
- Strong customer-centric mindset with a proactive and results-driven approach
- Excellent communication and relationship-building skills
- Ability to translate complex scientific information into clear, compelling messaging
- Strong organisational skills with the ability to manage multiple priorities and deadlines
- High attention to detail
- Ability to work independently as well as collaboratively within cross-functional teams
- Positive, motivated, and solutions-oriented mindset
- Confident, articulate, and professional
- Strong interpersonal and influencing skills
- Reliable, accountable, and adaptable
- Able to handle challenging situations with professionalism and diplomacy
- Empathetic and client-focused
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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