---
title: 'Customer Success Manager at Sapio Sciences'
canonical: 'https://feeny.ai/job/customer-success-manager-sapio-sciences-united-kingdom-2m8r1z3ejghb'
type: 'job'
last_seen: '2026-09-07'
---

# Customer Success Manager at Sapio Sciences

- **Company:** Sapio Sciences
- **Location:** United Kingdom
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-05
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/sapiosciences/7983cdc0-9fb3-4058-8702-d6d66a1cf897

## Job description

## About Sapio Sciences

Sapio Sciences is on a mission to accelerate scientific drug discovery and high-throughput clinical and diagnostics for our clients and partners. The Sapio team consists of expert and highly collaborative scientists, software developers, and professionals passionate about providing a best-in-class lab informatics platform and industry-specific solutions. Sapio is one of the few software providers to offer a truly unified and highly configurable lab informatics platform and a broad suite of purpose-built solutions. The Sapio platform makes it easy for scientists, laboratory, and bio/informatics professionals to streamline and manage their end-to-end laboratory operations, from instrument data integration to workflow and experiment setup to sample and materials management, data management, and scientific data analysis and reporting.

Working at Sapio

At Sapio, we’re not just building lab informatics solutions. We’re creating tools made for the scientist and motivated to make the world a better place. We understand that lab informatics is about more than managing data or connecting workflows. It’s about making life easier for the scientist and making scientific progress faster for everyone. Our platform delivers the levels of configurability, usability and insight that scientists have only ever dreamed of. We’re a team of scientists, developers and innovators who question convention and stay focused on what matters most - advancing drug discovery science. We challenge the status quo and respond to the needs at the heart of science with powerful solutions that are simple to use, effortless to evolve and downright easy to love. As part of the Sapio team, you’ll work in a collaborative and forward-thinking environment where your ideas are valued, your growth matters and your work makes a difference.

We’re proud to partner with leading labs around the world, from ambitious start-ups to global organisations, who trust Sapio to support discovery, development and diagnostics with industry-first science-aware solutions.

Position Summary Sapio Sciences is looking for an experienced professional who can deliver strategic insights combined with an outcome-focused mindset, ensuring our customers feel guided, consulted, valued, understood, and empowered. Responsible for fostering strong relationships while creating new contacts, anticipating needs, and going above and beyond to provide exceptional experiences for each customer.  Living the Sapio brand and becoming a trusted partner will guide all activities. It is also critical to ensure our customers realize the full potential of our solutions, supporting long-term value realization, and meeting strategic objectives. The CSM will work closely with customers and internal teams to proactively identify areas for improvement, helping drive growth and ongoing success.

Key Responsibilities:

Customer Relationship Management Ability to assist customers and understand the scientific language of ELN/LIMS and AI Provide customer consultation on best practice related to data management, laboratory execution and AI exploration and adoption Drive usage, time to value, and user adoption while developing and tracking  KPIs  to measure Customer Health and report accurately to the management team. Cultivate and maintain strong, trusting relationships with customers through regular, personalized communication and support including QBRs Develop and identify new opportunities for Sapio to deliver value to clients aligned with existing and emerging solutions. Work in partnership with Commercial team to develop Account Plans, action plans and messaging in order to align activities across the customer life cycle that align with client strategic goals and business initiatives. Actively listen to customer needs and concerns, displaying empathy and a solution-oriented approach in every interaction. Serve as the customer’s advocate internally, collaborating with other departments to ensure their voice is heard and their needs are met. Track and report on customer success metrics and KPIs to inform strategic improvements. Onboarding and Orientation Guide new customers through a welcoming onboarding process, focusing on clear, friendly, and supportive communications to ensure they feel confident with our products/services. Support new customer onboarding by ensuring pre-partnership expectation and goals are effectively transferred to the post-sale team and reflected in Sapio deployment plans. Develop and implement onboarding materials for the Sapio partnership Customer Support and Issue Resolution Proactively monitor customer accounts to identify any challenges they may be experiencing and offer empathetic, proactive solutions. Develop and execute customer success plans to drive adoption, satisfaction, and retention. Maintain close customer communication, gathering feedback at key milestones and sharing insights with internal teams. Conduct milestone surveys to track satisfaction, guiding customers through each stage from implementation to post-go live. Monitor customer health metrics to proactively identify and address potential risks. Resolve customer issues promptly with a calming, solution-driven approach that minimizes customer stress and frustration. Anticipate needs and provide tailored support, ensuring each customer feels respected and valued.

Customer Education and Advocacy Coordinate with internal teams, customer workshops, webinars, and check-ins, aimed at educating customers on product features, best practices, and tips that can maximize their success. Actively pursue contact expansion increasing our network inside the account with a focus on altitude elevation and horizontal expansion with the goal of finding new opportunities to solve the client’s most important problems. Be a customer advocate internally, highlighting areas where customer experience can be improved and advocating for changes with a focus on empathy and understanding. Strive for 100% referenceable customer base

Hospitality-Driven Engagement Design and implement customer touchpoints with a hospitality mindset, ensuring every interaction feels personable, attentive, and helpful. Take a concierge-style approach to customer needs, going above and beyond in helping them access the resources, training, or support they need to thrive.

Desired Education/Experience: Bachelor’s degree in Bioinformatics/ Laboratory informatics, Information technology with scientific applications, Life Sciences, Scientific computing or Data Management, Hospitality, Communications or Public Relations or a related field. Experience in Customer Success in Life Sciences: Prior experience (10+ yrs) in customer success or account management-related roles in scientific software industries. Required Skills & Abilities: Empathetic Communication Skills: Strong interpersonal skills with a focus on empathy, patience, and understanding. Problem-Solving Skills: Ability to anticipate challenges and provide creative, customer-centered solutions. Organizational Skills: Strong organization and multitasking abilities to manage multiple customers’ needs and schedules effectively. Team-Oriented Mindset: Collaborative spirit, with a genuine desire to work closely with team members to enhance customer satisfaction. Proficiency with CRM and customer success tools, with experience in survey data analysis as a plus. Global travel to client sites

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

## About Sapio Sciences

## Company Overview
- **One-liner**: Sapio Sciences simplifies lab informatics with a science-aware AI platform that seamlessly combines LIMS, ELN, and scientific data management for life sciences.
- **Entity Type**: Private (bootstrapped, no funding rounds found)
- **Headquarters**: Baltimore, Maryland, United States
- **Founded**: 2004
- **Founders**: Not publicly available

## Core Business
- **Primary Industry**: Lab Informatics / Life Sciences Software
- **Target Customers**: Biopharma R&D, CROs/CDMOs, clinical diagnostic labs, and manufacturing quality control teams (B2B, Enterprise)
- **Mission**: To improve lives by accelerating discovery – making technology simple so scientists can focus on science.

## Products & Services
- **Sapio LIMS**: A no-code, fully configurable Laboratory Information Management System that automates complex workflows from start to finish.
- **Sapio ELN**: A next-generation AI-powered Electronic Lab Notebook that plans, creates, and analyzes experiments.
- **Sapio Scientific Data Cloud**: An enterprise-wide data unification platform that integrates instrument and research data, ready for AI analysis.
- **Elain**: An agentic AI co-scientist that uses LLMs and natural language to streamline repetitive tasks across drug discovery and diagnostics.

## Market Standing
- **Valuation**: Not publicly available (private, no disclosed funding rounds)
- **Key Metric**: Annual revenue of approximately $27 million (based on 2025 estimates from LinkedIn)
- **Notable Investors/Partners**: Not publicly available
- **Growth Signals**: 87 employees (+2.0% year-over-year), 38,713 LinkedIn followers (+41.5% yearly), trusted by large global and specialist brands in biopharma and diagnostics.

## Competitive Advantages
- **Science-Aware AI Platform**: Only AI-native platform unifying LIMS, ELN, and Scientific Data Cloud under one configurable data foundation.
- **No-Code/Low-Code Configuration**: Empowers scientists to tailor workflows, rules, and UIs without extensive programming, reducing deployment time.
- **GxP Compliance**: Templated solutions for regulated environments (GMP, clinical diagnostics) that accelerate compliance.
- **Agentic AI Co-Scientist (Elain)**: Advanced LLM and agentic capabilities built directly into the platform to automate routine scientific tasks.

## Strategic Focus
- **Agentic AI Expansion**: Deepening AI capabilities with Elain to act as a co-scientist, planning and executing workflows autonomously.
- **End-to-End Lifecycle Coverage**: Expanding platform capabilities to support the full drug lifecycle from discovery through clinical diagnostics and manufacturing.
- **Global Reach**: Serving customers across multiple countries (US, UK, Italy, Netherlands, France) with a remote-first workforce.

## Why Work Here
- **Culture**: Described as “high achievers, kind collaborators, and fun havers” with a strong mission-driven focus on advancing science.
- **Remote/Hybrid Policy**: Fully remote-flexible – “work where you feel most energized, no matter your time zone.” Emphasis on collaboration tools and global coordination.
- **Benefits**: Competitive compensation, exceptional medical benefits, life insurance, 401K match, and ample development opportunities.
- **Engineering & Science Culture**: Opportunity to work on cutting-edge AI and lab informatics solving real-world scientific challenges; visibility among peers and the life sciences community.

## Sources
1. [sapiosciences.com](https://www.sapiosciences.com/)
2. [sapiosciences.com/careers](https://www.sapiosciences.com/careers/)
3. [sapiosciences.com/about](https://www.sapiosciences.com/about-sapio-sciences/)
4. [linkedin.com/company/sapio-sciences-llc](https://www.linkedin.com/company/sapio-sciences-llc)
5. [jobs.lever.co/sapiosciences](https://jobs.lever.co/sapiosciences)

## Other roles at Sapio Sciences

- [Strategic Account Manager](https://feeny.ai/job/strategic-account-manager-sapio-sciences-us-east-coast-8qka9ffw4nf9) — US East Coast
- [Revenue and Sales Ledger Coordinator](https://feeny.ai/job/revenue-and-sales-ledger-coordinator-sapio-sciences-us-east-coast-tscda85sbxm7) — US East Coast
- [Customer Support Engineer](https://feeny.ai/job/customer-support-engineer-sapio-sciences-us-west-coast-p8976v56pgqx) — US West Coast
- [Product Manager](https://feeny.ai/job/product-manager-sapio-sciences-united-states-tyza18ymcckr) — United States
- [Strategic Account Manager](https://feeny.ai/job/strategic-account-manager-sapio-sciences-us-east-coast-pa0nsqfhk3sb) — US East Coast
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-sapio-sciences-united-states-qx5aace36trc) — United States
- [Solutions Consultant](https://feeny.ai/job/solutions-consultant-sapio-sciences-us-east-coast-vhvdvh471kw1) — US East Coast
- [Business Development Associate](https://feeny.ai/job/business-development-associate-sapio-sciences-united-states-0z8sjdns4efn) — United States
- [Director, Field Marketing](https://feeny.ai/job/director-field-marketing-sapio-sciences-united-states-mc8gze229sbg) — United States
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-reo-dev-bengaluru-xk4g87z8saj0) — Bengaluru, India