Customer Success Manager in London

Cantourage UK has been at the forefront of building an ecosystem to service patients and businesses across the rapidly-growing medical cannabis space since its legalisation in the UK in 2018. We have secured a variety of pharmaceutical licenses for import/wholesale/export activities as well as a tele-health clinic license.

This is a newly created role within the Pharmaceutical Operations Unit, designed to build, launch and scale our Customer Operations function from the ground up. You will own service execution for our B2B and clinical customers, ensuring smooth and "white-glove" operational delivery across onboarding, order flows, ticketing and service performance reporting.

Working closely with the Operations Director and the incoming Head of Pharmaceutical Operations, you will act as the connective tissue between commercial, operations, supply chain and quality teams to ensure service reliability, regulatory alignment and best-in-class customer experience.

Impact & Success Metrics

• You will build the core foundations of our Customer Operations function – auditing current workflows, introducing a fit-for-purpose ticketing/CRM system, and establishing clear, reliable processes that remove friction across order and service flows.
• You will create a consistent, premium onboarding and service journey for all customer types, supported by a refreshed Customer Playbook that aligns expectations across commercial, operations and quality teams.
• You will introduce meaningful service dashboards and KPI reporting that give leadership visibility of performance and enable data-driven improvements across the customer lifecycle.
• You will help establish a scalable operating rhythm and support the future build-out of a small Customer Ops team as volumes grow, ensuring the function remains efficient and adaptable.
• You will become a trusted partner to commercial, quality and operational colleagues, balancing regulatory requirements with a responsive, "white-glove" customer experience.

Experience & Qualifications

• Bachelor's degree in Business, Supply Chain, Life Sciences, or equivalent experience.
• 3+ years in Operations, Supply Chain, or B2B Client Services, ideally within pharma, healthcare or logistics.
• Experience working in or around highly regulated environments (GDP exposure is a strong advantage).
• Hands-on experience with CRM/ticketing systems – ideally implementing or optimising early-stage setups.
• Track record of managing services against defined SLAs and KPIs.
• Experience in the medical cannabis industry is a strong plus.
• Ability to map workflows and write SOPs with clarity and precision.
• Natural collaborator with commercial teams – able to distinguish between "sales promises" and operational feasibility.
• Strong "white-glove" communication skills: empathetic, firm when needed, always trust-building.
• Data-literate: able to analyse service metrics and produce clear, usable reporting.
• High-ownership problem solver with a bias for fixing root-cause issues.

Ideal Candidate

• Builds structure where none exists – and enjoys doing it.
• Balances customer empathy with regulatory discipline.
• Thinks commercially AND operationally.
• Can operate autonomously while building systems, not just running them.

Somebody who won’t thrive:

• People who wait for instructions rather than rewriting broken processes.
• People who treat regulations as bureaucracy rather than foundational guardrails.

Benefits

• 36 days annual leave (which includes birthday and public holidays)
• Discretionary annual bonus
• ClassPass Membership (great for gyms, fitness classes, yoga, massages & more!)

Cantourage UK is an equal opportunity employer and is committed to providing a workplace that is free from discrimination and harassment. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.