Customer Success Manager

Latent Labs; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading biotechnology firm in London is seeking a Customer Success Manager to ensure robust health and growth of our platform ecosystem. You will collaborate with partners, providing technical support and onboarding, while also collecting user feedback to drive product development. Ideal candidates have a degree in CS or related fields, strong communication skills, and the ability to analyze data. The role includes hybrid work options and competitive benefits.

Benefits

Private health insurance

Pension/401(K) contributions

Generous leave policies

Hybrid working

Travel opportunities

Qualifications

• Strong understanding of SaaS platforms and troubleshooting customer issues.
• Excellent written and verbal communication skills for technical and biological concepts.
• Ability to analyse data and develop strategies for improving partner performance.

Responsibilities

• Guide partners through onboarding and ensure effective integration.
• Respond to partner inquiries and address technical issues.
• Collect user feedback and work on internal product roadmaps.
• Help partners configure and optimize the platform.
• Build and maintain strong partner relationships.
• Track partner adoption rates and report on performance.
• Identify growth opportunities with partners.
• Create training materials for partners.
• Represent Latent Labs at industry events.

Skills

Understanding of SaaS platforms

Excellent written and verbal communication skills

Data analysis

Relationship building

Technical troubleshooting

Education

Bachelor's degree or above in CS, engineering, ML or biology

Job description

London • Full Time

We are looking for a technically adept Customer Success Manager to bolster our team and ensure the robust health, dependability, and progressive advancement of our platform ecosystem. You will collaborate with external users of our platform, and our internal team of machine learning scientists, protein engineers, and biologists. This role entails comprehensive ownership across the partner-facing aspects of our platform, driving adoption of new features, optimising performance for partner integrations, and developing roadmaps for internal feature development.

Who we are

At Latent Labs, we are building frontier models that learn the fundamentals of biology. We pursue ambitious goals with curiosity and are committed to scientific excellence. Before building Latent Labs, our team co-developed DeepMind’s Nobel-prize winning AlphaFold, invented latent diffusion, and built pioneering lab data management systems as well as high throughput protein screening platforms. At Latent Labs you will be working with some of the brightest minds in generative AI and biology.

Our team is committed to interdisciplinary exchange, continuous learning and collaboration. Team offsites help us foster a culture of trust across our London and San Francisco sites.

We’re looking for innovators passionate about tackling complex challenges and maximizing positive global impact. Join us on our moonshot mission.

Who you are

• You have a strong understanding of SaaS platforms and the ability to troubleshoot customer issues.
• You hold a bachelors degree or above in CS, engineering, ML or biology OR equivalent industry experience in a technical role
• You hold excellent written and verbal communication skills to effectively communicate technical and biological concepts to partners.
• You are a natural relationship builder, building and maintaining strong relationships with partners, and to work effectively with cross-functional teams.
• You are strong with analysing data, identifying trends, and developing strategies for improving partner performance, such as triaging feature requests and contributing to internal product roadmaps.
• You have the ability to adapt to changing partner needs and to learn new technologies quickly.

Your responsibilities

• Partner Onboarding and Adoption: Guiding partners through the initial stages of using the technology solution, ensuring they understand how to integrate it effectively and achieve desired outcomes.
• Technical Support and Troubleshooting: Responding to partner inquiries, addressing technical issues, and escalating complex problems to the appropriate internal teams.
• Product Development: Collect user feedback and triage feature requests, working with our internal team to develop roadmaps for future releases.
• Configuration and Optimization: Helping partners configure and optimise their use of our platform to maximise its value.
• Relationship Management: Building and maintaining strong relationships with partners, acting as a trusted advisor and ensuring their needs are met.
• Performance Monitoring and Reporting: Tracking partner adoption rates, identifying areas for improvement, and reporting on key performance indicators (KPIs).
• Driving Business Growth: Working with partners to identify opportunities for growth and expansion, and to increase the overall value of the partnership.
• Training and Documentation: Creating and delivering training materials and documentation to ensure partners are well-equipped to use the technology solution effectively.
• You represent Latent Labs at key industry events spanning AI, biotechnology, and pharmaceuticals, including conferences and forums. Actively engage with prominent thought leaders to maintain a strong understanding of the evolving landscape of AI-driven drug discovery.
• Foster connections within the wider AI and biotech ecosystems, establishing Latent Labs as a respected voice in the field. Build a community by developing and nurturing relationships with academic researchers, AI experts, and other significant figures in the drug discovery sector.

What sets you apart

You have a background in biology and a keen understanding of AI solutions for life sciences and pharma

Apply

We offer strongly competitive compensation and benefits packages, including:

• Private health insurance
• Pension/401(K) contributions
• Generous leave policies (including gender neutral parental leave)
• Hybrid working
• Travel opportunities and more

We also offer a stimulating work environment, and the opportunity to shape the future of synthetic biology through the application of breakthrough generative models.

We welcome applicants from all backgrounds and we are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

To apply, please fill in the application form.