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.