Customer Success Manager

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 Location: UK-wide (with travel) | Hybrid/Remote 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 will 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) Experience working with biotech, pharma, MedTech, or life sciences customers 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.

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 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 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. #J-18808-Ljbffr