[Hiring] Customer Success Associate @Emmes Group

Role Description

The Customer Success Associate supports responsive, well-organised customer engagement through account coordination, communication, reporting and customer-facing onboarding support. The role helps Customer Success Managers maintain visibility of account needs, risks and growth signals while providing consistent administrative and coordination support across the customer lifecycle.

• Responsive, well-organized customer experience
• Account coordination and visibility
• Smooth onboarding and transition support
• Accurate reporting and account health insight
• Growth opportunity identification

Responsibilities

• Account Coordination & Customer Support:
  • Act as a day-to-day coordination contact for customer queries, directing requests to appropriate stakeholders and ensuring timely follow-up.
  • Maintain account action trackers, meeting records, key dates and open issues, escalating risks and delays to the responsible commercial lead.
  • Prepare agendas, meeting packs, notes and customer communications to support effective relationship management.
• Customer Onboarding & Transition Support:
  • Support customer-facing onboarding communications and coordination, tracking agreed activities and outstanding requests.
  • Maintain visibility of onboarding status, customer actions and dependencies, working with relevant stakeholders to obtain updates.
  • Escalate emerging concerns promptly and help ensure customers receive clear and timely information.
• Account Reporting & Customer Health:
  • Prepare quarterly business review materials, account summaries and performance reports using available commercial and operational information.
  • Maintain accurate customer account records and activities in Salesforce.
  • Monitor account health indicators, feedback and outstanding issues and highlight potential retention risks.
• Account Growth Support:
  • Identify potential expansion, repeat business or cross-sell signals from customer conversations and share them with the responsible commercial lead.
  • Support preparation of account plans, follow-up materials and engagement activities for existing customers.
  • Assist with post-study customer engagement and tracking of agreed next steps.
• Additional duties, as assigned.

Qualifications

• Bachelor’s degree in Life Sciences, Business or a related discipline.
• Typically 1–3 years in customer support, account coordination, project coordination or a related role; life sciences experience preferred.
• Strong organisational, communication and customer service skills with excellent attention to detail.
• Proficiency with Microsoft Office; familiarity with Salesforce or comparable CRM systems preferred.
• Ability to manage multiple priorities, collaborate globally and communicate proactively.
• Customer-focused mindset and interest in developing a career in customer success.

Benefits

• Flexible Approved Time Off
• Tuition Reimbursement
• 401k Retirement Plan
• Work From Home Anywhere in the US
• Maternal/Paternal Leave
• Casual Dress Code & Work Environment