Customer Success Manager

The Customer Success Manager is responsible for supporting the customer success operating model for Integrated Solutions customers helping ensure supply readiness proactive issue resolution and clear performance visibility from onboarding through handoff to account management. This role partners closely with customers and cross-functional Cytiva teams to track commitments coordinate actions monitor account health and support successful customer outcomes during critical production windows. The role also contributes to process improvement by helping standardize tools templates and reporting while surfacing trends risks and customer feedback to strengthen execution and customer experience.

This position reports to the Director of Product Management & Engineering and is part of the Integrated Solutions team. The role will be in Poland and will be an on-site role.

What you will do:

• Manage the day-to-day customer success activities for assigned Integrated Solutions customers including regular check-ins coordination of support follow-up on open actions and alignment on priorities.
• Partner with Sales Account Management Services Order Management Operations and Product teams to help drive supply and order readiness and maintain progress against customer commitments.
• Track milestones actions risks and issues across customer accounts ensuring timely follow-through and escalating concerns when needed. Support account reviews health monitoring performance tracking and feedback loops to help identify risks early and improve customer experience.
• Serve as a key point of contact for assigned customers and local Cytiva teams to address inquiries coordinate support and maintain clear communication. Prepare clear and concise customer status updates including open issues risks actions and decisions needed and maintain accurate program documentation.
• Contribute to continuous improvement of the customer success model by supporting standardization of workflows tools templates milestone tracking escalation processes and reporting

Bachelors degree in a relevant field such as life sciences biopharmaceuticals biomanufacturing project management business or sales.

Multiple years of experience in customer success account management operations project/program management or related roles preferably in the biopharmaceutical biomanufacturing or life sciences industry.

Experience coordinating actions maintaining trackers and supporting operating cadences account reviews or customer performance discussions.

Experience working across cross-functional teams to support issue resolution customer commitments and execution in a matrixed environment.

Experience using CRM platforms such as Salesforce and other relevant business tools to manage customer information actions and reporting.

Experience supporting customer health monitoring performance tracking and structured feedback collection to improve outcomes.

Travel Motor Vehicle Record & Physical/Environment Requirements:

Requires occasional overnight travel of up to 25% and will include international travel.

It would be a plus if you also possess previous experience in:

The biopharmaceutical and biomanufacturing market including knowledge of industry trends challenges and regulatory requirements

Managing complex customer/stakeholder relationships driving customer satisfaction and delivering outcomes through influence in a matrixed organization

Designing and improving customer success processes/programs (cadences playbooks escalation models reporting) in partnership with cross-functional stakeholders

CRM (customer relationship management) software (e.g. Salesforce) and other relevant tools

Join our winning team today. Together well accelerate the real-life impact of tomorrows science and technology. We partner with customers across the globe to help them solve their most complex challenges architecting solutions that bring the power of science to life.

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