The Customer Success (CS) team at Bluecrux is committed to ensuring our customers achieve maximum value from their Binocs environment. As a Customer Success Manager (CSM), you will serve as a trusted advisor to leading pharma and biotech companies, guiding them through adoption, optimization, and long-term strategic collaboration. This role goes beyond the traditional scope of CSM positions by combining consultative depth and hands-on engagement, blending technical expertise with strategic thinking.

At Bluecrux, our CSMs are not merely coordinators but true problem solvers who dive into the details of each customer’s Binocs setup. You will develop an in-depth understanding of their workflows and value drivers, enabling you to provide tailored solutions and recommendations. This role demands technical proficiency and ownership—you won’t pass technical challenges, such as data flow issues, to another team. Instead, you will take the lead in diagnosing and resolving them, ensuring seamless operations and continued value for the customer.

Your role as a Binocs expert involves more than troubleshooting; you’ll also act as a strategic consultant, continuously adapting configurations to meet evolving needs, introducing new features, and providing insights that have a measurable impact. By combining deep technical knowledge with a collaborative, consultative approach, you’ll help customers achieve their goals and thrive with Binocs. This position is ideal for someone with a management consulting mindset who enjoys working through complex challenges and building strong, value-driven customer relationships.

In this role, you will:

• Ensure Successful Customer Journeys:

  • Take over the customer relationship from the implementation team at the point of go-live.

  • Build a deep understanding of the customer’s lab environment, strategy, operations, and the value Binocs brings to their business.

  • Provide ongoing guidance to ensure the adoption and impactful usage of Binocs.

• Adapt and Optimize Solutions:

  • Adjust software design and configurations to address evolving customer needs.

  • Collaborate with internal teams to enhance customer satisfaction and operational outcomes.

• Build Strategic Partnerships:

  • Serve as the trusted advisor and SPOC for customer stakeholders, building strong, trust-based relationships.

  • Conduct regular reviews to assess customer satisfaction and identify opportunities for improvement.

• Promote Growth and Value:

  • Actively identify value-adding upsell opportunities and align them with customer needs, in terms of CSM services we provide as well as subscription.

  • Introduce new Binocs features and capabilities, ensuring they are effectively utilized in the customer’s context.

• Drive Continuous Engagement:

  • Represent the customer internally, advocating for their feedback and insights.

  • Contribute to the evolution of the Customer Success team’s processes and best practices.

What You’ll Achieve in the First 12 Months:

Master Binocs as a Trusted Advisor: Complete the Binocs Expert Certification Track within 6 weeks, equipping yourself to provide expert-level guidance on topics like capacity planning, AI-driven scheduling, and seamless integration with systems like LIMS and ERP.

Drive Measurable Customer Success: Collaborate with customers to identify and achieve key outcomes, such as reducing turnaround times, optimizing resource utilization, or enhancing workload leveling across teams.

Deep Dive into Customer Use Cases: Build a comprehensive understanding of customer workflows, addressing complex challenges like declining usage or resource conflicts, and design tailored solutions that align with Binocs’ capabilities, such as constraint-based scheduling or advanced competency planning.

Lead Strategic Customer Interactions: Facilitate quarterly business reviews, workshops, and regular touchpoints, providing actionable insights and recommendations to help customers achieve long-term value with Binocs.

Enable Operational Transformation: Partner with customers to drive adoption of new ways of working, leveraging Binocs’ tools to improve visibility, enhance forecasting, and streamline scheduling for tasks such as QC testing, campaign management, and CGT manufacturing.

Uncover and Drive Growth Opportunities: Identify opportunities for customers to adopt additional Binocs features or expand their usage, directly contributing to both their success and company revenue growth.

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