Customer Success Lead (Life Sciences)

Customer Success Lead (Life Sciences)

We have an opportunity for a Customer Success Lead (Life Sciences) to join us at Honeywell, in the UK, where you will be responsible for leading Customer Success execution for the EMEA region, ensuring consistent delivery of customer value, retention, and growth. The role manages Senior Customer Success Managers and CSMs and translates Customer Success strategy into day to day operational execution.

Operating under the direction of the Global Director of Customer Success, this role ensures customer engagement models, health management, renewal execution, and growth/expansion motions are executed with discipline and consistency while maintaining strong cross functional coordination.

This is a remote role with around 25% travel across EMEA.

Key Responsibilities

• Own customer health, value realisation, onboarding, adoption, and lifecycle execution while proactively identifying risks and driving retention and renewal outcomes.
• Lead and develop a team of Customer Success Managers through goal setting, coaching, performance reviews, and talent development.
• Maintain operational excellence by executing standardised CS processes, ensuring accurate forecasts, visibility of customer health, and effective use of CS tools and systems.
• Partner cross functionally with Sales, Support, and Delivery to support renewals, account strategy, onboarding, issue resolution, and escalations.
• Provide feedback to senior leaders to improve CS processes, identify efficiency opportunities, and strengthen consistency in execution.

Qualifications

• Bachelor's degree or equivalent experience
• Significant experience in Customer Success, Services, or Account Management preferably within Life Sciences
• Demonstrated experience leading customer facing teams
• Strong operational, communication, and stakeholder management skills

We Value

• Experience in recurring revenue, subscription, or services based business models
• Experience working in a matrixed or global organisation
• Familiarity with Customer Success metrics, health models, and renewal management

Our Offer

• A culture that fosters inclusion, diversity, and innovation in an international work environment
• Market specific training and ongoing personal development.
• Experienced leaders to support your professional development

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.