SaaS Customer Success & Optimization Consultant

About the role At Bluecrux, we help some of the world's leading pharma and biotech companies transform their laboratory planning with Binocs. As a Continuous Improvement Consultant, you'll take ownership of customer relationships after Binocs platform has been implemented, helping them in adoption of the new planning tool, as well as optimize and continuously improve their use of the platform. You'll work closely with customers to understand their lab operations, planning processes, and business goals. By combining strong customer engagement with a deep understanding of Binocs, you'll guide customers through change, identify opportunities for improvement, and help them maximize the value they get from their Binocs planning tool. This is a customer-facing role that combines Customer Success, consulting, and solution optimization. You'll become an expert in how Binocs works—from its configurations and business rules to scheduling logic and reporting—and apply that knowledge to solve customer challenges and support long-term success. What you'll do Drive customer success Build trusted partnerships with customer stakeholders and become their go-to advisor for Binocs. Drive engagement and system adoption to help customers achieve their business objectives. Conduct regular business reviews and proactively identify opportunities for continuous improvement. Optimize customer solutions Configure and optimize Binocs to meet evolving customer needs. Advise customers on best practices around configurations, planning processes, scheduling logic, and reporting. Support customers in adopting new product capabilities and improvements. Solve customer challenges Analyse customer requirements and translate them into practical Binocs solutions. Collaborate with customers to resolve functional issues and improve their planning processes. Balance day-to-day support with longer-term optimization initiatives. Collaborate across teams Work closely with Product, Implementation, Solutions, and Support teams to deliver a seamless customer experience. Share customer insights and feedback to help shape future product enhancements. Contribute to internal best practices and the continuous evolution of our Customer Success approach. Support customer growth Identify opportunities to expand the value customers get from Binocs. Help customers understand how new features or services can support their evolving needs. Contribute to customer retention and long-term partnerships. About you You enjoy working with customers, solving problems, and building lasting relationships. You're analytical, curious, and comfortable learning how software works so you can confidently advise customers and help them achieve their goals. You'll likely be a great fit if you: Have at least 3 years of experience in Customer Success, Consulting, SaaS, or another customer-facing role. Enjoy building trusted relationships with customers and acting as their long-term partner. Have strong analytical and problem-solving skills. Are comfortable working with software products and enjoy learning how they function, including their configuration and business logic. Can translate customer needs into practical solutions without needing deep technical or development expertise. Communicate clearly and confidently with both business and operational stakeholders. Take ownership, work proactively, and enjoy collaborating with cross-functional teams. Hold a master's degree, ideally in Engineering, Business, Life Sciences, Bioengineering, or a related field. Experience in life sciences, laboratory operations, planning, scheduling, or enterprise software is a plus but not essential. Why join us? Empowering Environment: We believe in moving fast, digging deep, and owning our work. Your voice matters here, and we create space for you to take initiative, enhance your skills, and grow both personally and professionally—all while being your authentic self. Whether it’s contributing to bottom-up internal initiatives or bringing your expertise to innovative, transformative projects, you’ll have the opportunity to make a real impact. Flat Hierarchy & Collaboration: At Bluecrux, we see you for your talents, not your title. We foster open communication, strong teamwork, and a “no flying solo” approach to challenges. You’ll work with passionate experts in their fields, sharing knowledge, challenging each other, and building our global community together. Exciting Growth Opportunities: We don’t believe in surface-level strategy. Join a company that encourages you to walk the talk—whether working on innovative, disruptive projects for global clients or contributing to our growth journey. Our fast-paced, can-do mentality ensures you’ll grow alongside us. Unforgettable Team Experiences: At Bluecrux, we come together to celebrate success and enjoy the journey. From our annual Bluecrux weekends to monthly Last Friday gatherings with drinks, team-building activities, and fun events, we’re all in this together. 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.