Customer Success Manager
SKILLS
FULL DESCRIPTION
Customer Success Manager
[Employer hidden — view at passion-project.co.uk] accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development. Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries. Our goal is to enable the life sciences industry’s use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development. Our software and scientists incorporate modern advances in scientific understanding, drug development experience, data analysis, and AI resulting in significant opportunities to decrease the cost and increase the probability of success for new drug approval and commercialization.
Job Description
The Customer Success Manager is responsible for managing a portfolio of strategic, global, and enterprise clients, ensuring successful onboarding, strong product adoption, long-term retention, and overall customer satisfaction with [Employer hidden] software solutions. This role operates as a trusted advisor and advocate for customers, partnering closely with internal teams to deliver value, mitigate risks, and drive continuous improvement across the customer lifecycle.
Responsibilities
Customer Portfolio Management
Manage a portfolio of global and enterprise accounts, ensuring effective onboarding, high user adoption, customer retention, and sustained satisfaction with [Employer hidden] software.- Act as a strategic partner and extension of the customer’s team—proactively advocating for customer needs and driving progress toward defined outcomes.
Renewal & Risk Mitigation
Identify renewal risks early and collaborate with internal teams to define remediation strategies, ensure alignment, and secure successful renewals.Technical & Relationship Ownership
Own the technical relationship with assigned clients, ensuring all customer feedback, insights, and enhancement requests are documented and communicated internally to support continuous product improvement.Cross-Functional Collaboration
Partner closely with Sales to support account growth, including identifying and developing up-sell and cross-sell opportunities.- Work cross-functionally with Product Management and Development teams to scope customer requirements, drive prioritization, and hold stakeholders accountable to agreed-upon timelines.
Qualifications
- 5+ years relevant work experience in a customer-facing role.
- SaaS experience a benefit.
- Bachelor’s degree in life sciences, computer technology or related fields would be a plus.
- Experience in pharmaceutical, biotech (including service provides to those industries) or sciences-related industries
Skills & Abilities
- Excellent communication skills, including issue tracking, triaging and crisis management.
- Strong organizational skills with the ability to manage multiple customer initiatives simultaneously.
- Ability to communicate effectively with customers, internal teams, and all levels of management.
- Proven ability to understand, influence, and manage client expectations.
[Employer hidden] bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.
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