Via
Customer Success Manager
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Salary: £65,000–£80,000 per year
Working arrangement: Fully remote
Full-time | Permanent
About the opportunity
Via is partnering with a leading scientific software business to recruit an experienced Customer Success Manager.
This is a strategic, post-sale customer role focused on helping organisations get maximum value from complex enterprise SaaS and scientific software platforms.
You'll act as the primary point of contact and trusted advisor for your customers, working with scientific, technical and senior stakeholders to drive adoption, improve engagement and deliver measurable outcomes.
You'll also coordinate closely with Product, Professional Services, Support, Sales and Cloud teams, making sure customer needs are translated into action and potential risks are addressed before they become problems.
This would suit an experienced CSM, consultant, professional services specialist or presales professional who enjoys managing complex enterprise relationships and working with technical products.
What you'll be doing
- Own strategic post-sale relationships with enterprise customers
- Act as a trusted business and technical advisor to customer stakeholders
- Build relationships across scientific, technical and leadership teams
- Understand customer objectives and translate them into clear success plans
- Monitor product adoption, licence utilisation and usage trends
- Identify potential engagement or renewal risks and take proactive action
- Help customers adopt best practices and get greater value from the software
- Coordinate internal teams to resolve complex customer requirements
- Partner with Professional Services on implementations, enhancements and project delivery
- Monitor implementation and engagement health
- Work with Product teams on customer feedback, roadmap discussions and feature requests
- Identify potential expansion opportunities and additional use cases
- Partner with Sales and Account Management around renewals and account growth
- Maintain clear communication around customer priorities, risks and progress
- Deliver customer presentations and communicate complex information clearly
- Travel to support customer engagements when required
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What we're looking for
You'll ideally have:
- 5+ years' experience working within a software environment, ideally enterprise software or SaaS
- 3+ years' customer-facing experience within Customer Success, Professional Services, Consulting, Presales or a similar role
- Experience managing complex B2B or enterprise customer relationships
- Strong understanding of software adoption and customer success
- Experience working with technical users and senior stakeholders
- Strong analytical, troubleshooting and problem-solving skills
- The ability to coordinate multiple internal teams around customer requirements
- Experience supporting implementations or complex software projects
- Strong presentation and written communication skills
- Confidence identifying adoption, engagement and renewal risks
- Willingness to travel up to 20% when required
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A bachelor's degree in Chemistry, Biology, Chemical Engineering, Materials Science or another scientific discipline would be valuable, although equivalent relevant experience will also be considered.
Experience supporting customers within life sciences, pharmaceuticals, biotechnology, chemicals or other scientific industries would be particularly valuable.
Why apply?
- Estimated £65,000–£80,000 salary depending on experience
- Fully remote working
- Strategic ownership of enterprise customer relationships
- Work with sophisticated scientific and technical software
- Exposure to Customer Success, Product, Professional Services and Sales
- Opportunity to work directly with scientific and technical stakeholders
- Take ownership of customer adoption, value and long-term success
- Work within the growing intersection of technology and life sciences
If you're an experienced Customer Success professional who enjoys building strategic customer relationships, solving complex problems and helping organisations get greater value from enterprise software, we'd like to hear from you.
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