Customer Success Manager

Oxfordshire, England, United Kingdom

7/23/2025

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're looking for a Customer Service Manager to join our Global Services team in Oxford. Reporting to the Associate Director of Customer Success, you’ll play a pivotal role in unifying our customer service, sales, and success functions to drive operational excellence and enhance customer satisfaction.

What You'll Be Doing

• Leading a regional Customer Service team to meet customer needs and company objectives.
• Managing day-to-day team operations and ensuring optimal service delivery.
• Maintaining Customer Health Scores and Success Plans for VIP customers.
• Handling escalations and delivering timely, effective resolutions.
• Collaborating with Sales, Product, Finance, Logistics, and Supply Chain teams to drive service improvements.
• Producing regular performance reports and presenting monthly CS 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 achieve KPIs and high service standards.
  
  
  

What We're Looking For

• Degree-qualified, with at least 5 years of management experience.
• 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 meets and exceeds expectations.
  
  
  

Bonus Points If You Have

• Experience using 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 a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

About Us

Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.