Customer Success Manager

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 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)

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.

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

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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