Customer Success Director

🧬 About Sano

Mission; what we do

• accelerating the world’s transition to personalized medicine
  

Purpose; why we do it

• to speed up development of life-saving treatments for those with limited options
  

Vision; where we’re going

• become the world’s best source of patient-in-the-loop genomic and health data for precision medicine development

As Customer Success Director, you will be responsible for driving customer retention, expansion, and overall account health, ensuring that our existing customers achieve measurable success with Sano's solutions. You will lead customer engagement strategies, renewal execution, and expansion selling within existing programs, working closely with project teams and commercial stakeholders to identify growth opportunities.

This is a high-impact leadership role, ideal for a customer-centric, strategic thinker who excels at balancing relationship management with revenue growth.

Headlines:

• Role - Customer Success Director
• Salary - £100,000 - £125,000
• Location - Remote, UK

What you'll be doing:

• Customer Retention: Leading customer retention efforts, ensuring high renewal rates and long-term success.
  
• Customer Renewals: Developing and implementing renewal strategies, engaging key stakeholders early, and tracking customer health to proactively address risks.
  
• Engage Stakeholders: Building strong relationships with key accounts, developing advocates who support long-term retention and expansion.
  
• Customer Advocacy & Strategic Engagement: Running effective QBRs, identify expansion opportunities, and leading proposal development and contract discussions. Representing the customer perspective internally to improve products, services, and processes.
  
• Collaborate Across Teams: Refining our go-to-market processes and materials based on your insights and customer conversations.
  
• Ensure Continuity: Overseeing the end-to-end client experience, ensuring a smooth handover between teams pre- and post-sale.
  
• C-Suite Engagement: Building trust, aligning on goals, and exploring growth opportunities.
  

 This job is for you if you have:

• Clinical Trials Experience: Proven experience with clinical trial processes in EU/USA markets, ideally across phases 1–3.
• Commercial Expertise: Solid background in Customer Success, Account Management, or Strategic Partnerships within life sciences.
• Complex Stakeholder Management: Proven ability to manage multiple stakeholders and execute retention/expansion strategies for mid-six to low-seven figure accounts.
• Data-Driven Approach: Experience using frameworks like BANT or MEDDICC to inform decisions, with a focus on measurable outcomes.
• Communication Skills: Clear, confident, and adaptable communication style, both written and verbal.
• Entrepreneurial Spirit: A proactive mindset with an interest in helping build a business and adapt materials, go-to-market playbooks, and strategies.

Even better if you have:

• Regulatory Awareness: Familiarity with compliance standards like GCP, GDPR, HIPAA, and other industry regulations.
• Curiosity and Continuous Learning: A desire to stay informed about changes in clinical research and customer success best practices.

This role is unlikely to be a great match if:

• You prefer transactional sales - this role focuses on long-term relationships and ongoing customer success.
• You focus on features, not value - our customers care about measurable outcomes and ROI, not technical specifications alone.
• You lack industry knowledge - deep understanding of clinical trials, life sciences, and customer success principles is essential for success.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don't let our role description hold you back, get applying!

🔍 Hiring Process

1. 📞 Initial screening with Becca (30 mins)
2. 💡 Deep dive with Ben, VP Commercial
3. 🙌 Panel interview with the team
4. ⭐️ Founder interview with Patrick, CEO

Support - If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best - please let us know so we can talk about how we can best support you and make any adjustments that may be needed. All interviews at Sano take place virtually. Please let us know if we can help make a virtual interview run smoother for you.

🛑 Please note:

We can only accept applications from those eligible to live and work in the UK or in the USA (for specific roles). We are unable to sponsor visas for this position.

In addition, as part of our due diligence process, we will be conducting basic DBS checks on successful candidates. As per the The code of practice published under section 122 of the Police Act 1997, we are committed to treating all candidates fairly and are happy to share our Equal Opportunities and Ex-Offender policy on request.

Sano Genetics welcomes applications from all candidates irrespective of age, disability, gender, gender identity, sexual orientation, race, religion or belief, or marital or civil partnership status.

🌈 Diversity, Equity, Inclusion and Belonging

At Sano, we're committed to creating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn't just an initiative at Sano. We strive to embed it not just into our values but throughout our entire culture.