Do you thrive on helping customers succeed by delivering expert guidance at scale through digital channels and smart automation? Are you excited by the idea of optimizing processes, creating meaningful touchpoints, and driving product adoption without the need for constant meetings? Do you enjoy diving into data, refining customer journeys, and ensuring that users get maximum value from their tools? Are you energized by a role that blends hands-on customer support with strategic contributions to digital success? And does the idea of working in the Pharmaceutical, Biotech, and Medical Devices industries motivate you?
If you’re nodding yes, keep reading, this could be the opportunity you’ve been looking for!
What would your job be like at Scilife
We’re looking for a Digital Customer Success Specialist to join our passionate and fast-paced Customer Success Team. In this hybrid role, you’ll split your time between providing expert customer support and driving digital success across a large segment of customers.
This role is all about scalable, data-driven customer engagement. You’ll manage inbound email requests, provide expert product guidance, support adoption and expansion, and help ensure customers get maximum value from Scilife. You’ll work within our Customer Success platform, helping shape and execute our digital strategy by optimizing touchpoints and processes at scale.
You'll also play a key role in frontline customer support, helping users across our customer base through our Support Portal. You'll become a go-to expert on the Scilife platform, delivering fast, helpful answers and ensuring every customer interaction adds value.
We believe in a customer-centric approach, and you’ll play a key role in ensuring we stay close to our users, even in a low-touch model.
Key Responsibilities
- Own and manage a portfolio of customers in our digital/low-touch segment, ensuring high satisfaction and ongoing engagement.
- Monitor and respond to email inquiries, offering timely, proactive, and expert guidance.
- Drive renewals, upsells, and product adoption through automated and one-to-many approaches.
- Contribute to our digital customer strategy, using our Customer Success platform to streamline and optimize engagement at scale.
- Analyze customer data and behavior to identify trends, opportunities, and areas for improvement.
- Provide top-tier support to all customers through the Support Portal.
- Collaborate with the team on content creation, including contributing to the Knowledge Base, recording training sessions, and writing engaging educational materials to support customer success.
- Continuously improve internal processes and documentation to enhance team efficiency and customer success.
- Maintain our high customer satisfaction and extremely low churn rates.
What you will need
Must have:
- 2+ years of experience in Customer Success or Customer Support, ideally in a SaaS environment.
- A strong passion for technology and an in-depth understanding of SaaS solutions.
- Experience with (or strong interest in) digital customer success strategies and Customer Success platforms.
- Strong data-driven mindset, comfortable using metrics to guide actions and decisions.
- Exceptional communication skills (both verbal and written) in English.
- Strong problem-solving skills with the ability to explain technical concepts clearly and concisely.
- Tech-savvy and enthusiastic about helping customers succeed.
- A proactive approach and a strong track record of getting things done.
- A collaborative mindset with excellent interpersonal skills.
Core Skills & Competencies:
- Experience in the Life Sciences, Pharma, Biotech, or Medical Devices industry.
- Proficiency in PHP, HTML, CSS, JavaScript, or other coding languages.
- A talent for creating engaging written and recorded content that supports and guides customers at every stage of their journey.
- Fluent in 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.
Our Core Values
At Scilife, our culture is built around curiosity, collaboration, and integrity.
We live by our four 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 underrepresented backgrounds to apply, even if you don’t meet every single qualification.
