Customer Success Manager

Oxford Nanopore

Location: Oxford, Oxfordshire, United Kingdom

Category: Customer Success

Salary: 45,000 - 65,000 GBP / yearly

Full-time

Job Description

Join our Global Services team in Oxford as a Customer Success Manager to lead high-performing teams and ensure exceptional customer experiences. Play a key role in driving operational excellence and enhancing customer satisfaction.

Responsibilities

Lead a regional Customer Service team to meet customer needs and company objectives.
Manage day-to-day team operations and ensure optimal service delivery.
Maintain Customer Health Scores and Success Plans for VIP customers.
Handle escalations and deliver timely, effective resolutions.
Collaborate with cross-functional teams to drive service improvements.
Produce regular performance reports and present monthly CS reviews.
Visit client sites to strengthen relationships and gather feedback.
Drive continuous process improvements to enhance efficiency and customer experience.
Coach and develop the team to achieve KPIs and high service standards.

Qualifications

Degree-qualified, with at least 5 years of management experience.
10 years’ experience in customer-facing roles.
Proficiency with Salesforce or similar CRM systems.
Strong operational excellence and problem-solving skills.
Confident communicator, both face-to-face and in presentations.
Proactive, collaborative team player who meets and exceeds expectations.

Why Join Us?

Oxford Nanopore is a global leader in nanopore-based sensing technology, enabling real-time analysis of DNA and RNA. Join us to make a difference in understanding the biology of humans, diseases, and more.