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Job Description
Customer Success Manager
Oxford | Office-Based | Some Travel Required
Are you passionate about delivering exceptional customer experiences and leading high-performing teams? We are seeking a Customer Success Manager to join our Global Services team in Oxford. Reporting to the Associate Director of Customer Success, you will play a key role in unifying customer service, sales, and success functions to improve operational efficiency and customer satisfaction.
What You'll Be Doing:
* Leading a regional Customer Service team to meet customer needs and company objectives.
* Managing daily team operations and ensuring high-quality service delivery.
* Maintaining Customer Health Scores and Success Plans for VIP customers.
* Handling escalations and providing effective resolutions promptly.
* Collaborating with Sales, Product, Finance, Logistics, and Supply Chain teams to improve service processes.
* Producing performance reports and presenting monthly Customer Success reviews.
* Visiting client sites to strengthen relationships and gather feedback.
* Driving continuous process improvements to enhance efficiency and customer experience.
* Coaching and developing the team to meet KPIs and uphold high service standards.
What We're Looking For:
* Degree qualification with at least 5 years of management experience.
* Minimum of 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.
* A proactive, collaborative team player who exceeds expectations.
Bonus Points If You Have:
* Experience with ERP systems.
* Background in sales or purchasing.
* Skills in report creation, data analysis, and process review.
Please note that no terminology in this advert is intended to discriminate on the grounds of gender, marital status, race, religion, colour, age, disability, or sexual orientation. Every candidate will be assessed solely based on merits, qualifications, and ability to perform the duties of the job.
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About Us
Oxford Nanopore Technologies aims to bring broad societal benefits through enabling accessible molecular analysis. We have developed advanced nanopore-based sensing technology for faster, information-rich, and affordable DNA/RNA sequencing, with applications extending to proteins and other molecules. Our technology helps understand biology and diseases like cancer across humans, plants, animals, bacteria, viruses, and environments. As a UK-headquartered company with global reach, we foster a culture of innovation and ambition, serving customers in over 125 countries.
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