Customer Success Manager - biotech

Customer Success Manager - biotechLocation: UK-wide (with travel) | Hybrid/RemoteDrive customer impact in a market-leading SaaS organisationWe are partnering with a fast-growing, market-leading SaaS business that is transforming how organisations operate through a powerful, data-driven platform. With a strong presence in their sector and ambitious growth plans, they are now looking for a Customer Success Manager to join their high-performing team.This is a strategic, commercially focused role where you will own customer relationships end-to-end, driving adoption, retention, and growth while ensuring customers realise measurable value.🌍 Location & TravelThis role offers UK-wide flexibility, provided you have good transport links.The role will involve ~30% travel to customer sites to build strong, in-person relationshipsYou’ll also be expected to spend a few days each month in the Glasgow office collaborating with the wider teamIdeal for candidates who enjoy balancing remote autonomy with meaningful face-to-face engagement🚨 Key Requirement (Essential to be considered)To be successful in this role, you must have one of the following:Experience working with biotech, pharma, MedTech, or life sciences customers,ORA background as a scientist (e.g. lab-based role) prior to moving into Customer Success, Account Management, or a customer-facing SaaS roleCandidates without this domain expertise will not be considered.The RoleYou will act as a trusted advisor to a portfolio of customers, helping them achieve their goals while maximising the value they gain from the platform.This is not a reactive support role, you will proactively shape the customer journey and directly influence commercial outcomes.What You will Be DoingOwn and manage a portfolio of customers, building strong, strategic relationshipsLead onboarding, training, and adoption to ensure rapid value realisationDevelop and execute tailored success plans aligned to customer objectivesDrive renewals and expansion opportunities, delivering strong commercial outcomesMonitor customer health and engagement, proactively identifying risks and opportunitiesDeliver regular business reviews, showcasing insights, progress, and ROICollaborate cross-functionally with Product, Sales, and Service teamsAct as the voice of the customer, influencing product and experience improvementsTake a data-driven approach to customer engagement and decision-makingYour experience and background5+ years’ experience in Customer Success, Account Management, or similar within B2B SaaS with biotech experience Proven track record of driving customer adoption, retention, and growthStrong commercial acumen, with experience owning renewals and identifying expansion opportunitiesExperience managing the full customer lifecycle (onboarding through to renewal and growth)Excellent stakeholder management skills, with the ability to engage at all levelsStrategic mindset, with the ability to translate customer goals into measurable outcomesProactive, organised, and comfortable in a fast-paced, scaling environmentExperience running business reviews and driving value-based conversationsWhat Success Looks LikeHigh levels of customer adoption, engagement, and satisfactionStrong retention rates, with risks identified early and mitigated effectivelyGrowth of existing customer revenue through value-led engagementTrusted advisor relationships across your portfolioClear, measurable outcomes and ROI delivered for customersStrong customer advocacy and reference abilityWhy Join?Be part of a market-leading SaaS organisation with ambitious growth plansEnjoy UK-wide flexibility while still maintaining strong in-person customer engagementWork in a high-impact, strategic role with real ownershipCollaborate with a high-performing, customer-centric teamOpportunity to influence and shape the Customer Success functionInterested?If you bring life sciences domain expertise and thrive on building relationships, driving value, and delivering commercial outcomes, this is a standout opportunity to make a real impact.