Customer Success Specialist

Hybrid - Leeds

The Customer Success & Support Specialist ensures LabHQ customers have a successful experience across their whole lifecycle, from onboarding through to ongoing adoption, support and renewal readiness.

The role combines proactive customer success with responsive first-line support. It is the key day-to-day contact for customers, helping them get the best value from LabHQ, spotting where they need more help, and making sure questions and issues are handled well. It works closely with Product and Commercial so that customer feedback, risks and recurring issues are understood across the business.

This is an individual contributor role, with ownership for building and developing the customer success and support functions as the business grows.

Responsibilities

Onboarding & Implementation

  • Take handover from Commercial post-sale and own onboarding through to a productive go live.
  • Coordinate and track onboarding activities, following up proactively with customers.
  • Provide remote and onsite implementation support, and make sure customers know what help is available to them.

Customer Success & Account Management

  • Act as the key day-to-day contact for existing LabHQ customers.
  • Run regular check-ins and service reviews, driving adoption of existing and newly released functionality.
  • Identify where additional training or guidance would improve the customer experience.
  • Coordinate with Commercial on subscription, renewal, upgrade and other commercial requirements.
  • Keep customer and account records accurate, including key contacts.

Support & Triage

  • Own first-line support: categorise and triage tickets by severity.
  • Gather information, reproduce issues and resolve common product, configuration and usage questions.
  • Escalate suspected defects and critical issues to Product or Development, keeping customers updated and confirming resolution.

Training, Documentation & Feedback

  • Deliver customer training remotely and onsite.
  • Create and maintain user documentation and knowledge base content with the Product team.
  • Support release communications so users understand product changes and how to use them.
  • Turn recurring questions into self-service guidance that reduces support demand.
  • Capture feedback and product requests, measure satisfaction, and share customer insight with Product.

Process, Commercial & Compliance

  • Own and improve the LabHQ support process, including response, triage, escalation and service communications.
  • Monitor support volumes, response and resolution times, and recurring themes to improve efficiency and self-service.
  • Provide product knowledge and technical input for sales demos and technical discussions.
  • Coordinate responses to customer security, compliance and data requests, drawing on the right internal owners.
  • Support customer references and case studies with Commercial and Marketing.

Experience

Essential

  • Customer-facing experience in SaaS, software, technology, scientific services or a comparable B2B environment.
  • A background in customer success, support, account management, onboarding or software implementation.
  • A track record of owning customer queries and issues through to resolution.
  • Strong written and verbal communication, pitched to users of any technical level.
  • Confident learning a software product in depth, and the workflows it supports.
  • Experience using support, ticketing, CRM or account-management systems.

Desirable

  • Experience in a laboratory, laboratory services organisation or other scientific environment.
  • Using, supporting, administering or implementing a LIMS, ELN, QMS or similar system.
  • Understanding of lab workflows: sample receipt, testing, results, review/approval and reporting.
  • Experience of a regulated or quality-controlled environment.
  • Supporting or training users of technical or scientific software.
  • Previous experience in a B2B SaaS organisation.

Pay: £30,000.00-£40,000.00 per year

Benefits:

  • Casual dress
  • Company pension
  • Life insurance
  • Work from home

Work Location: Hybrid remote in Leeds LS1

https://uk.indeed.com/job/customer-success-specialist-8d945ad9f48f7c7a

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