Customer Success Team Lead

Do you thrive on leading and developing high-performing customer-facing teams while staying close to customers yourself? Are you motivated by driving customer retention and expansion through a combination of strong leadership, structured processes, and hands-on engagement? Do you enjoy working at the intersection of Customer Success, Digital Success, and Technical Support to deliver an outstanding customer experience? Are you passionate about coaching others, optimising customer journeys, and ensuring customers achieve tangible business outcomes? 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 Customer Success Team Lead to manage and grow our Customer Success and Support teams while remaining actively involved with customers.

You will be accountable for customer retention, renewals, and expansion across your team’s portfolio by ensuring customers achieve their desired outcomes with the Scilife platform.

In this role, you will lead a team of Customer Success Managers, Digital Customer Success Specialists, and Technical Support Engineers. You will ensure that our customers — across both high-touch and low-touch segments — realise value from the Scilife platform, remain engaged, and continue to expand their use of our solutions.

As a player-coach, you will also manage a portfolio of customers yourself, acting as a trusted advisor and escalation point while working closely with your team to drive retention, expansion, and customer satisfaction. You will partner closely with Engineering, Finance, Product, Sales, and the broader Customer Success team to align on customer outcomes, renewal planning, expansion opportunities, and product improvements, ensuring a seamless and consistent customer journey.

Your responsibilities

• Lead and Develop the Customer Success and Support Teams: Manage, coach, and support a team of Customer Success Managers, Digital Customer Success Specialists, and Technical Support Engineers. Foster a high-performance culture focused on customer outcomes, collaboration, and continuous improvement.
• Drive Customer Retention, Renewals, and Expansion: Own retention and expansion outcomes across your team’s customer portfolio by ensuring customers realise clear business value from the platform. Coach your team to translate customer outcomes into renewals and commercial growth. Success in this role is measured by customer outcomes achieved, retention rates, and expansion across all both high-touch and low-touch customer segments.
• Act as a Player-Coach: Manage a portfolio of customers yourself, serving as a trusted advisor for key accounts and acting as an escalation point when needed.
• Oversee Customer Support Delivery: Ensure timely, high-quality technical support by aligning support processes with Customer Success goals and customer expectations.
• Optimise Customer Engagement Processes: Continuously refine engagement models, playbooks, and workflows across Customer Success and Support to scale impact and efficiency.
• Maintain High Levels of Customer Satisfaction: Monitor customer health, satisfaction, and feedback, taking proactive actions to reduce churn and improve the overall customer experience.
• Cross-Functional and Team Collaboration: Partner closely with Product, Sales, Operations, and other internal stakeholders, as well as the broader Customer Success team, to share insights, align on priorities, relay customer feedback, influence product improvements, and ensure a seamless and consistent customer journey across all touchpoints.

What you will need

Must have:

• 5+ years of experience in Customer Success, Support, or a related customer-facing role within a B2B SaaS environment.
• Proven experience managing and developing customer-facing teams.
• Strong understanding of customer retention, expansion, and lifecycle management.
• Excellent communication skills (verbal and written) in English.
  

Core Skills & Competencies:

• Experience in the Life Sciences, Pharma, Biotech, or Medical Devices industry.
• Experience working with digital customer success models.
• Technical aptitude or prior experience working closely with support or engineering teams. Proficiency in additional languages (e.g. Spanish, French or German).

Why Scilife?

Scilife helps life science companies digitize, automate, and scale their quality and compliance processes. Our eQMS SaaS platform empowers organizations to focus on innovation while staying audit-ready and compliant with regulations.

We’re growing fast across EMEA and are looking for driven, customer-focused Account Executives to help expand our footprint across the life sciences industry.

What We Offer

• Fully remote work across EMEA with flexible hours.
• Competitive compensation with performance-based incentives.
• Collaborative, international team culture.
• Clear career path toward Senior AE or leadership roles.
• Continuous professional training and development.
• Opportunity to make a measurable impact in a fast-scaling SaaS company transforming life sciences.
  

Our Core Values

• Healthy Inside-Out – We prioritize balance and well-being.
  
• Outside of the Box – We embrace creativity and innovation.
• Driven by Evidence – We rely on data and insights to guide decisions.
• All Hearts and Ears – We listen, support, and grow together.

Application Instructions:

If you're ready to help us build a better platform from the ground up, we want to hear from you! We encourage candidates from under-represented backgrounds to apply, even if you don’t meet every single qualification.