Customer Success Manager - Biotech​/Pharma

Location:
Glasgow (Hybrid 3-4 days per week in office) | Regular Customer Travel

We are partnering with a fast-growing, market-leading SaaS business that is transforming how life sciences organisations operate through a powerful, data-driven platform. With a strong presence across the biotech, pharmaceutical and research sectors, and ambitious growth plans ahead, they are looking for a Customer Success Manager to join their high-performing team in Glasgow.

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 from the platform.

Importantly, we are open to candidates from a range of backgrounds, including Customer Success, Account Management, Project Management, and Programme Management, provided you have experience working within biotech, pharma, life sciences, or scientific research environments and are comfortable engaging with scientists, researchers and external suppliers.

To be considered, you must have experience in one of the following areas:

• Customer Success, Account Management, Project Management, Programme Management or a similar customer-facing role within the biotech, pharma, Med Tech or life sciences sector
• Experience working closely with scientists, laboratory teams, research organisations, CROs or industry suppliers
• A scientific background (for example, laboratory-based research, biotech or pharmaceutical sciences) combined with experience delivering projects, managing customer relationships or leading programmes

Candidates without life sciences, biotech or scientific domain experience are unlikely to be suitable for this opportunity.

You will act as a trusted advisor to a portfolio of customers, helping them achieve their objectives whilst maximising the value they gain from the platform.

This is not a reactive support role. You will proactively shape the customer journey, coordinate key stakeholders and directly influence customer outcomes, retention and growth.

The role would particularly suit someone who enjoys working at the intersection of technology, science and customer engagement, bringing together scientific teams, suppliers and business stakeholders to achieve successful outcomes.

• Hybrid role based in Glasgow
• Regular time spent in the Glasgow office collaborating with colleagues
• Approximately 30% travel to customer sites across the UK and Europe
• Ideal for candidates who enjoy balancing office collaboration, customer engagement and autonomous working

• Own and manage a portfolio of strategic customers, building strong, long-term relationships
• Lead onboarding, implementation and adoption activities to ensure rapid value realisation
• Develop and execute tailored success plans aligned to customer objectives
• Coordinate and engage with scientists, researchers, suppliers and customer stakeholders
• Drive renewals and identify opportunities for account growth and expansion
• Monitor customer health and engagement, proactively identifying risks and opportunities
• Deliver business reviews showcasing progress, insights and ROI
• Collaborate closely with Product, Sales and Services teams
• Act as the voice of the customer to influence product enhancements and customer experience improvements
• Take a data-driven approach to customer engagement and decision-making
• Lead projects and programmes where required, ensuring successful delivery and stakeholder alignment

We welcome applications from candidates with backgrounds in:

• Customer Success Management
• Account Management
• Project Management
• Scientific Operations
• Life Sciences Consulting

You will ideally bring:

• Experience working within biotech, pharmaceutical, Med Tech or life sciences organisations
• Experience working directly with scientists, researchers, laboratories, CROs or industry suppliers
• 5+ years' experience in Customer Success, Account Management, Project Management, Programme Management or a related role
• Strong stakeholder management skills with the ability to influence at all levels
• Proven ability to drive customer adoption, engagement and successful outcomes
• Commercial awareness with experience supporting renewals, growth opportunities or strategic account development
• Experience managing complex customer journeys, projects or programmes from inception through to delivery
• Strong…