Customer Success Manager (UK) - Pharma Solutions

Unilabs is a leading provider of pharmaceutical and diagnostic services, dedicated to delivering innovative, high-quality clinical solutions that improve patient outcomes. We are currently seeking a highly motivated Customer Success Manager (UK) to join our Pharma Solutions team.

In this role, you will act as the primary point of contact and ambassador for our UK Pharma sites (York & Sandwich), managing and developing relationships with clients across the discovery, pre-clinical, and clinical research sectors. You will play a key role in connecting our specialised service portfolio with a diverse client base, from innovative biotech startups to established pharmaceutical organisations.

You will be responsible for ensuring an exceptional client experience throughout the full lifecycle, from initial engagement to project delivery, while collaborating closely with internal teams including Business Development, Contracts & Proposals, Scientific, Operations, Marketing, Legal, and Quality.

This is a hybrid role involving work across Unilabs sites, customer locations, industry events, and remote working.

Key Responsibilities include:

• Manage UK client accounts on a day-to-day basis, ensuring a high level of satisfaction and service delivery
• Act as the primary communication point for clients, ensuring timely follow-ups and clear information flow
• Collaborate with Contracts & Proposals teams to develop and deliver quotes and requotes
• Build and maintain strong relationships with key stakeholders, both internal and external
• Ensure all work complies with relevant quality and regulatory standards (including GCP and GLP)
• Coordinate with cross-functional teams to align client needs with service delivery and innovation
• Develop and execute account plans to drive growth and long-term partnerships
• Participate in industry events, conferences, and networking opportunities to enhance brand visibility
• Monitor market trends and provide insights to support strategic initiatives
• Support global commercial activities and special projects where required

Education & Qualifications:

• BSc or MSc in Life Sciences, Biotechnology, Biomedical Science, Pharmacy, or a related field
• Fluent in English
• Willingness and ability to travel

Experience:

• Proven experience managing key stakeholders, including senior (C-suite) clients
• Experience within the healthcare, pharmaceutical, or clinical research environment
• Strong working knowledge of Microsoft Office tools

Desirable:

• Experience in clinical trials or scientific sales
• Knowledge of drug discovery, pre-clinical testing, and clinical trial processes
• Familiarity with regulatory standards such as GLP and GCP

Skills & Competencies:

• Strong customer-centric mindset with a proactive and results-driven approach
• Excellent communication and relationship-building skills
• Ability to translate complex scientific information into clear, compelling messaging
• Strong organisational skills with the ability to manage multiple priorities and deadlines
• High attention to detail
• Ability to work independently as well as collaboratively within cross-functional teams
• Positive, motivated, and solutions-oriented mindset

Personal Attributes:

• Confident, articulate, and professional
• Strong interpersonal and influencing skills
• Reliable, accountable, and adaptable
• Able to handle challenging situations with professionalism and diplomacy
• Empathetic and client-focused