Senior Customer Lead

At Flexciton, we work with high-tech factories built with investments worth hundreds of millions of dollars, producing advanced chips at the atomic level. It can take up to nine months to fabricate these cutting-edge products. We are proud to be the only SaaS product in the world that plans and schedules production in high-tech semiconductor fabs, using complex algorithms in real-time, all from our London office. Our technology consistently delivers the best production schedules, and leading companies like Seagate trust Flexciton to run their production 24/7. With operations across the US, Europe, and expansion into Asia, we are on a path to realise our vision for the Autonomous Factory.

Job Summary

The Customer Lead operates at the intersection of a highly technical product and a demanding, fast-moving semiconductor manufacturing environment, where priorities shift and clear thinking under pressure is what generates great customer outcomes. Our Customer Leads are working with clients on the smooth rollout and adoption of our software through expert data, communication, project management and collaboration skills, often across more than one customer at a time depending on project stage. After rollout, responsibilities shift to maximising the success and satisfaction our software brings the customer. The Senior Customer Lead will also contribute to the strategic direction of the function, improving processes and ways of working to increase team effectiveness.

Key Responsibilities

• Projects Management: Manages the delivery of customer projects end-to-end, including coordination of key stakeholders, documentation and plans. Navigates shifting priorities across factory operations, engineering and commercial stakeholders without losing the thread. Drives to deliver project success under time constraints. Runs the client engagement cadence (regular calls, QBRs) and coordinates across Product & Engineering to keep delivery on track.
• Product Expertise & Influence: Works with Product and other Client Success team members to translate customer requests into structured requirements for our product. Deep understanding of our applications and all complex features, and how they integrate into each customer's environment.
• Value & Outcome Realisation: Translates factory performance goals into measurable customer value, and ensures that value is realised and evidenced post-rollout. Seeks to improve metrics such as time-to-value through more effective project delivery and customer success.
• Adoption, Health & Renewal Support: Owns customer health and adoption across the account lifecycle, proactively monitoring usage, running regular check-ins and business reviews, and identifying at-risk accounts early. Surfaces and qualifies renewal risk and expansion opportunities and hands them to Account Management.
• Risk & Escalation Management: Acts as the customer's technical anchor during difficult periods, diagnosing issues under time pressure, coordinating Product & Engineering to resolution, and maintaining executive trust throughout.

How success is measured

• Time-to-value and on-time / on-scope project delivery
• Product adoption and active usage across the account
• Customer health and retention (renewal readiness, identified expansion opportunities)
• Overall customer satisfaction and sentiment

Required Experience

• Master's degree in industrial engineering, operations research, data science or a manufacturing-related field preferred; or a bachelor's with equivalent relevant experience.
• 4+ years of experience in a field related to complex SaaS software implementation or manufacturing.
• Demonstrable track record of driving adoption and retention outcomes across complex enterprise accounts.
• Project management and associated tooling (monday.com)
• Data analytics & problem solving skills (Tableau, Python, JMP, PG SQL)
• Fluency with modern AI tooling (Claude Code) and productivity suite integrations
• Strategic thinking & leadership
• Client communication & interpersonal skills.
• Fluency in other languages is a plus
• Familiarity with CRM and customer-success tooling an advantage.

The following are a plus but not required:

• Deep domain knowledge in either semiconductor manufacturing or scheduling/planning software is preferred
• Familiarity with concepts of Factory Physics is preferred

Profile fit:

• Performs best under pressure: Strong reasoning, able to think & communicate clearly, prioritise and make sound calls in time-critical moments.
• Leadership & ownership: Leads by example and takes end-to-end ownership of outcomes, a can-do operator who drives momentum and owns results, with or without formal authority.
• Resilient in a dynamic project environment: Shifting priorities, being proactive, strong self-management.
• Commercially aware: Able to spot and articulate where the customer is getting value and where risk or growth is emerging
• Flexibility: Willing to adjust work hours to address time zone differences with a globally distributed customer base.
• Travel: able to travel internationally (15-25%)

Benefits

• Competitive salary based on skills and experience
• Stock Options so when we make it big - so do you!
• L&D Opportunities: We are determined to continuously develop ourselves, our company and our teams. We have a £500 training allowance for every employee. We also have our mini library where we keep adding books every week.
• Hybrid working model of 3 days in the office (Monday, Tuesdays and Fridays) and 2 days working from home.
• Breakfasts and Snacks: Our office is stocked with snacks, drinks, fruits, cereal.
• Monthly lunches in the office
• Quarterly team activity or dinner
• Annual Team Trip: Every year, we take our team to an annual retreat where we have strategy workshops, foster our culture and do lots of fun activities.
• Additional day of holiday every year (up to 30 days) after two years of service.
• Discounts with Charlie HR perks: Get discounts on brands, cinema tickets, shopping, travel and many more!
• Season Ticket Loan/Cycle to Work Scheme
• 2 Weeks Work From Anywhere Policy

Why join us

Welcome to Flexciton, where innovation meets impact! We're not just a startup; we're a powerhouse of creativity, at the forefront of revolutionising the semiconductor industry. Picture this: our software, crafted by brilliant minds like yours, is shaping the very devices you're using right now. We're not stopping here. We're scaling up, fast. We've been recognised globally as one of the most disruptive companies, and our potential is limitless. Our strength lies in our people – in a space where ideas flow freely, and every voice, including yours, can shape the future. What we do matters. The factories we optimise create the technology that defines our world, from healthcare breakthroughs to cutting-edge communication devices. Join us, and you're not just joining a team; you're becoming a part of progress, a force that's transforming industries and leaving a mark on the world. At Flexciton, your passion, your ideas, and your hard work don't just contribute; they drive us forward. There has never been a more exciting time to be a part of our story. Join us, and let's create a future where your innovations don't just matter – they inspire. At Flexciton, we celebrate diversity and thrive in an inclusive atmosphere. We wholeheartedly embrace equal employment opportunities and believe in making our recruitment process accessible to all. Your unique abilities and perspectives are valued here. If you require any accommodations due to a disability or specific needs, please don't hesitate to inform us. Your comfort and success are our priority. Welcome to a place where everyone belongs.