Customer Success Specialist

AMILI is a pioneering microbiome precision medicine company focused ontransforming healthcare through science-driven innovation. We are looking for aproactive, scientifically curious, and customer-centric Customer SuccessSpecialist to join our Commercial team. This is a unique opportunity to builddeep expertise across the entire customer lifecycle—from prospecting andclosing opportunities to onboarding, engagement, retention, and long-termcustomer success.

During the initial phase, you will actively participate in salesactivities across both B2B and D2C channels to develop a strong understandingof customer needs, commercial processes, and buying behaviour. As you gainproduct and market expertise, your role will progressively evolve into owningthe customer success journey, ensuring customers derive maximum value fromAMILI's products and services.

This role is ideal for someone who enjoys building relationships,solving customer problems, interpreting scientific information, and workingcross-functionally to deliver an exceptional customer experience.

Job Scope:
 Commercial & Sales (Initial Phase)

• Support commercial activities across both B2B and D2C customer segments.
• Manage inbound enquiries and qualify prospective customers.
• Conduct product presentations and consultations for prospective customers.
• Assist with lead generation, pipeline management, and conversion activities.
• Maintain accurate customer information and sales activities within the CRM.
• Collaborate closely with the Commercial team to achieve sales targets and understand the complete sales cycle.

Customer Success

• Own the customer onboarding experience and ensure a seamless transition from sales to implementation.
• Develop trusted relationships with customers and serve as their primary point of contact.
• Proactively engage customers to drive product adoption, satisfaction, and long-term retention.
• Monitor customer health and identify opportunities to improve engagement and outcomes.
• Resolve customer issues by coordinating effectively with internal teams.
• Gather customer feedback and translate insights into actionable recommendations for Product, Commercial, and Operations teams.
• Develop customer education materials, FAQs, and best practices to improve the overall customer experience.

Scientific & Product Support

• Develop a strong understanding of AMILI's microbiome science, products, and clinical applications.
• Confidently communicate scientific concepts in a simple and customer-friendly manner.
• Support educational initiatives including webinars, training sessions, and customer workshops.
• Stay informed on developments in microbiome science and digital health to better support customers.

 Cross-functional Collaboration

• Work closely with Commercial, Product, Scinetific, Marketing, and Operations teams to continuously improve customer experience.
• Identify opportunities to improve customer journeys, internal processes, and commercial effectiveness.
• Contribute to the development of scalable customer success processes as the business grows.

Job Requirements:
·       Bachelor's degree in LifeSciences, Biomedical Science, Biotechnology, Pharmacy, Nutrition, or a relatedscientific discipline.

·       3–4 years of experience inCustomer Success, Sales, Account Management, Customer Experience, or a relatedcommercial role.

·       Experience supporting eitherB2B, D2C, or healthcare customers; exposure to both is highly desirable.

·       Strong understanding of theend-to-end customer and sales lifecycle.

·       Excellent communication andrelationship-building skills.

·       Highly independent,organised, and comfortable working in a fast-paced environment.

·       Curious, analytical, andable to understand and communicate scientific concepts confidently.

·       Experience using CRMplatforms and customer management tools is preferred.

·       Willingness to takeownership and grow into a broader customer success function.