Job description

About Generis

Generis Enterprise Technology Limited spearheads innovations in content, data, and business process management, delivering dependable solutions tailored for regulated industries. Their CARA platform is widely used in pharmaceutical, biotech, and medical device sectors for managing vital regulatory, quality, and clinical documentation.

Role Overview

As a commercially focused Customer Success Manager, you will take ownership of long-term relationships with enterprise-level clients. Your stewardship starts post-implementation, ensuring clients maximize ongoing value from CARA, confidently renew contracts, and increase their investment over time.

Key Responsibilities

Serve as the lead Generis contact for designated enterprise accounts following go-live, cultivating multi-layered relationships across operational to executive teams and sustaining connections amid organizational changes on both sides.
Manage the entire renewal process, keeping a proactive handle on renewal dates, commercial risks, and account health while steering negotiation discussions to achieve seamless contract renewals.
Identify and qualify opportunities for growth, including additional CARA offerings, new geographic markets, and expanded user scopes, collaborating closely with Pre-Sales teams.
Conduct Quarterly Business Reviews with executive stakeholders to report value delivery and align strategically on future priorities, ensuring these discussions remain insightful and executive-level.
Monitor customer adoption of CARA closely, recognizing areas excelling or needing improvement, and proactively address concerns with clients to enhance usage.
Act as the advocate for customers internally, providing feedback on product experiences, adoption challenges, and market trends to inform product development and service enhancements.

Candidate Requirements

Essential:

Demonstrated capability in cultivating trusted, credible relationships with C-suite and VP-level contacts in complex enterprise settings.
Commercial acumen with a confident approach to handling renewals, visibility over sales pipelines, and accountability for increasing account value.
Background in life sciences, pharmaceutical, healthcare technology, or similarly regulated industries with enough domain knowledge to engage regulatory, quality, and IT professionals effectively.
Experience managing enterprise accounts post-sale in B2B SaaS or technology environments, proven retention, and account growth success.
Emotional intelligence to remain composed, patient, and empathetic, particularly during times of client stress or change.

Desirable:

Knowledge of regulatory technology systems such as eDMS, RIMS, LIMS, QMS, or clinical safety platforms.
Exposure to GxP-compliant software environments.
Experience working at SaaS vendors or implementation partners catering to pharma, biotech, or medical device sectors.
Familiarity with regulatory standards including IDMP, eCTD, or SPOR.

Measures of Success

Within 60 days: Establish key relationships and agree on success metrics with a clear assessment of account health and risk.
At 6 months: Operate a quarterly business review framework, actively manage renewals, and initiate early expansion discussions.
Long term: Maintain reliable retention and renewal rates alongside a growing pipeline of expansion opportunities, positioning yourself as a strategic advisor to customers.

Recruitment Process

The hiring journey includes a CV screening, followed by interviews with HR, domain experts, and leadership. The process focuses on candidates who exhibit ownership of their expertise, authenticity, enthusiasm, and intelligence.

Compensation and Benefits

Competitive base salary between £45,000 and £65,000 annually, plus a 20% on-target bonus linked to renewal retention and commissions from expansion and upselling (full commission details provided separately).
Eligibility for performance-related bonuses.
Company pension scheme.
Private healthcare coverage.
Full remote work opportunity with flexible schedules.
Half-day Fridays policy.
Personal wellness program budget of £1,000 annually.
Monthly £100 Uber allowance for personal transport.
Clear paths for career advancement and professional development.

Customer Success Manager