Eden Scott
Customer Success Manager - biotech
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Customer Success Manager - biotech
Location: UK-wide (with travel) | Hybrid/Remote
Drive customer impact in a market-leading SaaS organisation
We 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 & Travel
This 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 relationships
- You’ll also be expected to spend a few days each month in the Glasgow office collaborating with the wider team
- Ideal 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
- OR
- A background as a scientist (e.g. lab-based role) prior to moving into Customer Success, Account Management, or a customer-facing SaaS role
Candidates without this domain expertise will not be considered.
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The Role
You 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 Doing
- Own and manage a portfolio of customers, building strong, strategic relationships
- Lead onboarding, training, and adoption to ensure rapid value realisation
- Develop and execute tailored success plans aligned to customer objectives
- Drive renewals and expansion opportunities, delivering strong commercial outcomes
- Monitor customer health and engagement, proactively identifying risks and opportunities
- Deliver regular business reviews, showcasing insights, progress, and ROI
- Collaborate cross-functionally with Product, Sales, and Service teams
- Act as the voice of the customer, influencing product and experience improvements
- Take a data-driven approach to customer engagement and decision-making
Your experience and background
- 5+ years’ experience in Customer Success, Account Management, or similar within B2B SaaS with biotech experience
- Proven track record of driving customer adoption, retention, and growth
- Strong commercial acumen, with experience owning renewals and identifying expansion opportunities
- Experience managing the full customer lifecycle (onboarding through to renewal and growth)
- Excellent stakeholder management skills, with the ability to engage at all levels
- Strategic mindset, with the ability to translate customer goals into measurable outcomes
- Proactive, organised, and comfortable in a fast-paced, scaling environment
- Experience running business reviews and driving value-based conversations
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What Success Looks Like
- High levels of customer adoption, engagement, and satisfaction
- Strong retention rates, with risks identified early and mitigated effectively
- Growth of existing customer revenue through value-led engagement
- Trusted advisor relationships across your portfolio
- Clear, measurable outcomes and ROI delivered for customers
- Strong customer advocacy and reference ability
Why Join?
- Be part of a market-leading SaaS organisation with ambitious growth plans
- Enjoy UK-wide flexibility while still maintaining strong in-person customer engagement
- Work in a high-impact, strategic role with real ownership
- Collaborate with a high-performing, customer-centric team
- Opportunity to influence and shape the Customer Success function
Interested?
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.
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