Customer Success Manager

About the role

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: 

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

  • Proactively monitor and assess customer’s environment to spot opportunities for improvement in usage. 

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

• Adapt and Optimize Solutions: 

  • Analyze customer problems and configure solutions directly in Binocs (in alignment with the Solutions team). 

  • Make updates to data flows and solution setups in the interface. 

  • Deliver intermediate demos and train customers on those solutions. 

• Build Strategic Partnerships: 

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

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

• Promote Growth and Value: 

  • Facilitate business reviews, workshops, and regular touchpoints, offering actionable insights to support long-term success with Binocs. 

  • Identify value-adding upsell opportunities aligned with customer needs (both in services and subscription) 

  • Build a customer success plan to enhance maturity in Binocs, based upon your understanding of their workflows.  

  • Introduce and ensure the adoption of new Binocs features in the customer’s context.  

#LI-AM1

About you

You’re a natural problem-solver and relationship-builder who thrives in dynamic environments. You enjoy working across multiple customer accounts, seamlessly switching between preparing business reviews for executives and guiding lab schedulers through technical scheduling challenges. You’re energized by seeing your customers continuously improve and create value using Binocs. 

Qualifications & Skills: 

• SaaS Experience: 

  • Minimum of 3 years of experience in SaaS roles, including consulting, customer success, implementation, or sales. 

• Consulting Strengths: 

  • Proven ability to lead structured discussions and unpack complex customer needs. 

  • Experience building tailored solutions or dataflows that meet customer needs. 

• Communication Skills: 

  • Exceptional verbal and written communication skills; you can connect with diverse audiences and build rapport effortlessly. 

  • A proven ability to influence and inspire trust across customer organizations. 

• Technical and Analytical Acumen: 

  • Strong analytical skills and the ability to derive actionable insights from data. 

  • Confidence working with data flows and technical configurations. 

  • Familiarity with laboratory environments, supply chains, or related domains is a strong plus. 

• Entrepreneurial Mindset: 

  • Enjoys dynamic, fast-paced environments where responsibilities evolve. 

  • Proactive and adaptable, with a drive to innovate and improve. 

  • You feel connected with and are ready to represent our company values: dig deep, own it, come together, move fast and be kind! 

• Educational Background: 

  • Master’s degree required; a background in business or bioengineering is a strong advantage. Affinity with the life science industry is a strong plus. 

• Language Skills: 

  • Fluency in English and French is required; additional languages are a bonus. 

• Location: 

  • Willingness to work in a hybrid model (50% in-office, 50% remote) from our Mechelen or Aalst offices or customer locations. 

  • Occasional domestic and international travel may be required. 

  • You have a valid driver’s license or will obtain this in the next 6 months. 

Why join us?

• You become part of a highly motivated Binocs team, with a friendly, approachable culture where every team member’s contributions are valued. 

• A flexible mix of working together with customers & colleagues, in various settings, from our offices in Aalst or Mechelen / your customer location / your home base. 

• Room for initiative, room to enhance your personal and professional skills, but most importantly: room to be yourself. 

• Enjoy benefits such as a competitive salary, including a bonus and an electric company car with convenient charging options. 

About us

At Bluecrux, we transform supply chains into smart, efficient value chains through a blend of expert consulting and cutting-edge technology. We collaborate closely with industry leaders like Johnson & Johnson, GSK, Bridgestone, AkzoNobel, Beiersdorf, Oatly, and many more – creating partnerships that drive meaningful impact. With a global presence in Europe, the US and APAC, we're committed to shaping the future of value chains, one success story at a time. 

Binocs is the global #1 SaaS solution for scheduling and planning in Quality laboratories and CGT production. Featuring AI-enabled scheduling, scenario-based capacity planning, demand and operations management, intelligent sample campaigning, and advanced performance management, Binocs offers the end-to-end visibility and control that will bring your operational optimization to the Cutting X. Empower your teams with confidence in their workplans, enhancing productivity and maximizing SLA adherence.