Job Overview
Location
UK-Remote Location-Cheadle
Job Type
Full-time
Category
Customer Success
Date Posted
March 25, 2026
Full Job Description
📋 Description
- • As a Customer Success Manager – EMEA (Digital Lab Solutions) at Agilent Technologies, you will serve as a trusted advisor to scientists and laboratory professionals across Europe, the Middle East, and Africa, ensuring they derive maximum value from Agilent’s digital software solutions, including LIMS for NGS, biobanking systems, operational software for core facilities, and laboratory informatics platforms. Your role is pivotal in transforming technology adoption into tangible scientific outcomes, directly supporting Agilent’s mission to improve the quality of life through innovation in life sciences, diagnostics, and applied markets.
- • You will guide customers through their entire digital journey—from initial onboarding and setup to deep adoption and ongoing optimization—by providing tailored training, configuring dashboards to surface critical insights, and proactively identifying usage patterns that signal success or risk. Through regular virtual workshops, business reviews, and one-on-one engagements, you will build enduring relationships grounded in trust and mutual goals, acting as the primary liaison between customers and internal product, engineering, and support teams to ensure feedback flows seamlessly into product enhancements.
- • Day to day, you will: conduct personalized onboarding sessions for new customers across EMEA, helping them configure software workflows aligned to their lab processes; design and deliver engaging virtual training sessions and quarterly business reviews that highlight new features, best practices, and ROI; monitor customer health scores using usage analytics and support ticket trends to anticipate needs and intervene early with targeted support; gather and synthesize real-world feedback from users to inform product roadmap decisions, advocating for features that solve real lab challenges; troubleshoot adoption barriers by coordinating with technical support and product teams to resolve issues swiftly and maintain a ‘cheerful’ customer experience; maintain detailed records of customer interactions, goals, and outcomes in CRM and project tools like Smartsheet to track progress and forecast renewal readiness; and collaborate with sales and professional services teams to identify expansion opportunities and ensure smooth handoffs throughout the customer lifecycle.
- • You will join a global, mission-driven organization where scientific rigor meets technological innovation, working within Agilent’s Services & Support function—a team dedicated to empowering customers to achieve breakthroughs. The EMEA Digital Lab Solutions group is collaborative, customer-obsessed, and deeply knowledgeable about laboratory workflows, combining technical acumen with interpersonal excellence to deliver outcomes that matter. You’ll be supported by a culture that values continuous learning, cross-functional teamwork, and integrity, with access to internal experts in software development, data science, and laboratory operations.
- • In this role, you will develop deep expertise in laboratory informatics SaaS platforms, becoming a trusted advisor who speaks both the language of science and software. You’ll sharpen your skills in change management, technical communication, data-driven customer health monitoring, and cross-cultural stakeholder engagement—competencies that are highly transferable and increasingly valuable in the growing field of customer success for scientific technology. Over time, you may progress into senior customer success, team leadership, or product-focused roles within Agilent’s expanding digital solutions portfolio, gaining visibility and impact across a global leader in life science innovation.
🎯 Requirements
- • University degree (Bachelors or Masters) in a scientific or technical field
- • Minimum 2 years of experience working with SaaS (cloud-based) software applications
- • Exceptional written and verbal communication skills, with comfort leading presentations and navigating complex conversations
- • Professional fluency in English; proficiency in Spanish, French, Italian, or German is highly desired
- • Experience working in a scientific laboratory or similar technical environment is a strong plus
- • Comfortable with Excel and eager to learn new project management tools such as Smartsheet
🏖️ Benefits
- • Permanent contract with a global industry leader in life sciences and diagnostics
- • Supportive and inclusive company culture that values employee well-being and collaboration
- • Comprehensive benefits package including company pension scheme, yearly bonus, private healthcare, stock purchase plan, and life insurance
- • Dedicated training and development opportunities to build expertise in the SaaS and laboratory informatics space
- • Remote work flexibility with occasional travel across EMEA to engage customers and attend internal meetings
- • Opportunity to work with cutting-edge digital tools used by leading laboratories worldwide to accelerate scientific discovery
Skills & Technologies
Remote
Degree Required
About Agilent Technologies, Inc.
Agilent Technologies, Inc. is a global life-sciences and diagnostics company that designs and manufactures instruments, software, services, and consumables for laboratories. Its products enable chemical analysis, genomic and proteomic research, pharmaceutical development, and clinical diagnostics. Operating in three segments—Life Sciences & Applied Markets, Diagnostics & Genomics, and Agilent CrossLab—the company serves academic, government, biotechnology, and industrial customers, supporting advances in food safety, environmental monitoring, and precision medicine worldwide.
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