Customer Success Manager

About Scientific Safety Alliance (SSA)

At SSA, we're on a mission to Accelerate Science. Delightfully.

We provide testing, inspection, calibration, and compliance services to pharmaceutical, medical device, and research organizations. Our goal is to remove operational friction-ensuring science runs without interruption and teams can focus on innovation and patient outcomes.

We're growing rapidly and building a best-in-class, integrated safety partner-and we're looking for high-ownership individuals to grow with us.

The Role

We are seeking a Customer Success Manager to join our team in Bridport, UK. This role is focused on customer coordination, operational oversight, and quality-driven process management.

You will play a key role in ensuring customers receive what they need while supporting internal teams through strong documentation, procedural consistency, and day-to-day operational execution.

This is a high-visibility, high-ownership opportunity for someone with a background in a regulated or engineering-driven environment who is ready to step into a role with meaningful impact.

Areas of Responsibility

• Serve as a key point of coordination to ensure customers receive timely, accurate, and well-supported service
• Review paperwork, documentation, and internal outputs to maintain consistency and operational quality
• Support compliance-focused activities by maintaining procedures aligned with required standards
• Partner with engineering and office staff to organize priorities, track needs, and keep operations running smoothly
• Identify and implement process improvements to support a more efficient, self-sufficient operating model
• Assist with business integration efforts by quickly learning the operation and stabilizing workflows during transition
• Communicate cross-functionally to ensure customer expectations, internal deliverables, and operational requirements remain aligned

Requirements

• Experience in customer success, service coordination, operations, or similar roles
• Background in an engineering, manufacturing, or regulated environment where documentation accuracy is critical
• Ability to review, interpret, and maintain process documentation, SOPs, or work instructions
• Familiarity with quality, compliance, and audit-driven environments
• Demonstrated ability to lead projects, coordinate across functions, or take ownership of business-critical tasks (even as a first step into leadership)
• Exposure to Lean, continuous improvement, or process optimization methodologies is highly valued
• Strong organizational skills with the ability to manage competing priorities
• Confidence working with both technical and non-technical teams
• Strong written and verbal communication skills with a focus on clarity and follow-through
• Proactive, hands-on approach with the ability to operate effectively in a smaller, fast-moving team environment
• Bachelor's degree in Engineering, Operations, Manufacturing, Business, or a related field preferred

Why Join SSA

• Opportunity to take real ownership in a growing, high-impact business
• Be part of a company transforming how scientific services are delivered
• Work closely with engineering and leadership teams
• Play a key role in shaping operations during a critical growth and integration phase
• Clear path for growth as SSA continues to scale

Our Mission

SSA is building the leading integrated safety partner for health and science organizations-ensuring science runs without interruption.

Innovation is often delayed not by science, but by operational gaps-missing reports, non-compliant equipment, and inefficient processes.

We exist to solve that.

Accelerate Science. Delightfully.