Job Description

About Xeal Pharma

Xeal Pharma is a dynamic and high-growth pharmaceutical company committed to innovation and excellence. We are seeking a motivated and customer-focused Customer Success Manager to join our team in Birmingham and play a pivotal role in building and maintaining strong client relationships. For additional background on the Company, please visit our website at www.xealpharma.co.uk.

About the Role

Reporting directly to one of the company's founders, the Customer Success Manager will play a crucial role in developing and executing strategies that foster customer satisfaction, retention, and loyalty. Xeal Pharma's clientele includes pharmacies, wholesalers, private clinics, and healthcare professionals across the Human and Veterinary sectors. Xeal operates as a B2B business, with patient safety and satisfaction as our primary focus. This is the start of a new function at Xeal Pharma.

Job Summary

As a Customer Success Manager, you will be responsible for overseeing the entire customer lifecycle, ensuring our clients receive exceptional support and maximise value from our products and services. This is a hands-on role for a proactive individual who excels at building relationships and aims to make a tangible impact. As you demonstrate your capabilities and value to the Company, you will be well-positioned to lead the Customer Success team.

Key Responsibilities

Manage the end-to-end customer journey, from onboarding to ongoing support and retention.

Proactively plan, develop and nurture long-term relationships with a portfolio of clients, acting as their primary point of contact and trusted advisor.

Liaise with customers to ensure timely and effective communication regarding orders, services, and inquiries.

Collaborate closely with internal functions, including Quality Assurance, Production, and Supply Chain, to ensure a seamless customer experience.

Analyse customer feedback and engagement to identify areas for improvement and lead initiatives to enhance satisfaction.

Maintain accurate records of all customer interactions and activities to ensure data integrity and provide regular reports to management.

Proactively engage with customers to understand their needs and drive adoption of Xeal Pharma's products and services.

Candidate Profile

Minimum Requirements:

A Bachelor's degree or equivalent qualification. A minimum of 3 years of work experience in a customer success, account management, or customer-facing role. Demonstrable, hands-on experience. Flexibility to travel across the UK and Ireland. Must have the existing legal right to work in the UK.

Ideal, but not essential:

Experience in the pharmaceutical manufacturing sector. Previous work experience in a highly regulated environment (e.g., Pharma, Food & Beverage Production, Chemical Industry).

Personal Attributes:

A proactive, self-starter with the ability to work independently and collaborate effectively across company departments and engage with our Customers and Suppliers. Strong problem-solving skills and a customer-centric mindset. Excellent organisational and communication skills. Ability to adapt and thrive in a fast-paced, high-growth company.

What We Offer

This is an excellent opportunity to shape the customer success function within a growing company. Xeal Pharma is committed to your professional development and will provide all necessary on-the-job training to support your work in the pharmaceutical sector (including the Medical Cannabis eco-system). For the right candidate, this role offers excellent career growth potential as the company continues its expansion in the UK.

Job Type: Full-time

Pay: 26,000.00-30,000.00 per year

Benefits:

Casual dress Company pension On-site parking
Schedule:

Day shift Monday to Friday
Work Location: In person

Expected start date: 10/08/2025