Customer Success Manager

Company: Generis Enterprise Technology Limited

Job Title: Customer Success Manager (Remote)

Location: Remote – UK

Contract Status: Full-time / Permanent Staff

Closing date: Friday 14th August 2026. Successful applicants will be contacted after the closing date, with interviews to be carried out towards the end of August.

About Generis

Generis is a leader in content, data, and business process management, specialising in proven solutions for regulated industries. Our CARA platform is trusted by pharmaceutical, biotech, and medical device organisations worldwide to manage their most critical regulatory, quality, and clinical content.

The Opportunity

We're looking for a commercially driven Customer Success Manager to own long-term relationships with our enterprise clients. This role picks up at go-live, when implementation hands over and the real partnership begins, and is responsible for ensuring customers achieve sustained value from CARA, renewing confidently, and growing their investment over time.

This is a relationship and commercial role first. You will be the face of Generis to your customers and the voice of your customers inside Generis. The most important things you will do are build trust with senior stakeholders, understand each customer's business deeply, and create the conditions for long-term retention and growth.

What You'll Do

• Own the relationship: Be the primary Generis contact for assigned enterprise accounts post-go-live. Build multi-threaded relationships across operational, leadership, and executive levels and maintain them through organisational change on both sides.
• Drive renewals: Own the full renewal cycle. Maintain a clear view of renewal dates, commercial risk, and account health and lead the commercial conversation with customers through to close. Renewals should never be a surprise.
• Identify growth opportunities: Spot and qualify expansion opportunities, additional CARA products, new geographies, broader user scope and progress these in partnership with Pre-Sales.
• Run Quarterly Business Reviews: Lead QBRs with executive sponsors and senior stakeholders, demonstrating value delivered and aligning on priorities ahead. These should feel like strategic conversations, not reporting meetings.
• Champion adoption: Keep a clear view of how customers are using CARA, where adoption is strong, and where it needs attention. Own the conversation with the customer when it does.
• Be the voice of the customer: Surface product feedback, adoption friction, and market insight internally to inform Generis' roadmap and service design.

What We're Looking For

Essential:

• A natural relationship-builder - credible and trusted with C-suite and VP-level stakeholders in complex enterprise environments.
• Commercially minded: comfortable owning renewals, maintaining pipeline visibility, and treating account growth as a core accountability.
• Background in life sciences, pharmaceutical, healthcare technology, or a similarly regulated industry, with enough domain fluency to hold substantive conversations with regulatory affairs, quality, and IT contacts.
• Proven experience managing enterprise post-sale accounts in B2B SaaS or technology, with a track record of retention and account development.
• Emotionally intelligent, patient, and composed, particularly when customers are under pressure or navigating change.

Desirable:

• Familiarity with regulatory technology platforms; eDMS, RIMS, LIMS, QMS, Safety, Clinical, or similar.
• Exposure to GxP-regulated software environments.
• Experience at a SaaS vendor or implementation partner serving pharma, biotech, or medical device clients.
• Knowledge of IDMP, eCTD, or SPOR regulatory data standards.

What Success Looks Like

60 days: Relationships established across all assigned key accounts, success criteria agreed, and an honest view of account health and commercial risk in place.

6 months: QBR programme running, renewal calendar actively managed, and early-stage expansion conversations identified where appropriate.

Long term: Strong retention and renewal predictability across the portfolio, a growing expansion pipeline from existing accounts, and customers who see their Generis CSM as a genuine strategic partner.

What to expect during the recruitment process:

Our recruitment process is about you presenting your skills and being yourself. The process begins with a simple CV review, followed by interviews with our HR, subject or area-specific experts, and management. Not all candidates make it through to the interview stage, and the actual number of interviews may be fewer (this is not necessarily a bad sign). We believe in welcoming new members to our team that can demonstrate:

• Pride and ownership in their knowledge
• An open, genuine personality
• Natural enthusiasm and intellect

What we offer

Competitive starting base salary (dependent on experience) £45,000 - £65,000 per year + 20% on-target bonus (renewal retention), plus commission on expansion and upsell revenue. This is an overview example - a full commission plan will be provided.

Eligibility for discretionary performance/merit-based bonus

Pension

Private healthcare

Full-time remote working

Flexible working arrangements

Half day Friday policy

Wellness programme (bespoke to you) £1000 per year

£100 per month personal Uber allowance

Career progression and personal development