Customer Success Manager

Biorelate Ltd.; United Kingdom; Remote; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Fully remote with global colleagues

Flexible schedule

Professional development opportunities

Job summary

Biorelate Limited is seeking a Customer Success Manager to own accounts, run workshops, and drive measurable scientific outcomes. You will manage renewals, lead QBRs, and support API and data deployments while collaborating with sales, product, and engineering teams.

This remote role requires travel to US/EU sites and conferences. The candidate will work across the Galactic AI platform with researchers in pharma and biotech, ensuring value realization and continued expansion opportunities.

Qualifications

• A PhD in biological or life sciences or related field.
• Experience in a client-facing, post-sale role with pharma, biotech or life sciences customers, ideally in SaaS or data.
• Familiarity with target identification/validation, pharmacovigilance and drug safety, competitive intelligence, or literature synthesis.
• Comfort working hands-on with APIs, LLM tools and prompt design, and the judgement to tell whether an AI-generated scientific answer holds up.
• Confidence running workshops and training sessions with scientists and department leads.
• A track record of moving usage numbers through structured plans, not only managing relationships.

Responsibilities

• Own each account from kickoff and onboarding through to measurable scientific outcomes with an adoption plan for each team.
• Run use case workshops turning research problems into prioritised use cases.
• Grow active and chargeable users by developing champions and expanding teams.
• Own renewals and GRR with renewal planning starting 120 days before the date.
• Run QBRs and check-ins; keep account plans and health scores current using usage data.
• Spot declining usage early and lead recovery plans when an account is at risk.
• Set up and troubleshoot API, MCP and Web deployments; build prompts and workflows.
• Check output quality and escalate issues to Engineering with reproduction details.
• Answer security/governance questions and route non-standard work to Forward Deployed Engineering.
• Partner with Account Manager; supply adoption data, ROI evidence and expansion signals.
• Feed feedback to Product and help roll out betas, launches and training materials.
• Support technical pre-sales conversations and represent Biorelate at conferences.

Skills

Client-facing post-sale experience

Workshop facilitation

Account growth & renewal focus

QBRs and health score management

Python scripting

API, MCP and Web deployments

Usage data analysis

Education

PhD in biological or life sciences

Tools

APIs

LLM tools

Prompt design

Python

Job description

Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: UK

Reporting To: Director of Customer Success

Description

Location: UK, remote, with regular overlap with US East Coast hours. Travel to customer sites in the US and Europe, to international conferences, and occasionally to London and Manchester.

You’ll own a portfolio of mostly US accounts using Biorelate’s Galactic AI platform, from large pharma companies to smaller biotech teams. Your job is to make sure their researchers get measurable scientific value from Galactic Data, Web, API, MCP and Co-Scientist, and to build the evidence for renewal and expansion.

This is a hands‑on role between science and technology. You’ll run workshops and QBRs, and you’ll also set up API access, build and test prompts and workflows, and own support for your accounts.

What We Do

Research and Development in the pharmaceutical industry is time‑consuming, expensive, and often overlooks valuable data insights. We’re changing that with AI‑powered data science solutions that uncover hidden insights to support more efficient and informed drug discovery. Using AI and Natural Language Processing (NLP), our technology extracts and structures data from millions of scientific documents, identifying causal biological relationships and organising them into knowledge graphs. This advanced data science empowers bioinformaticians and biologists with a deeper understanding of the connections between diseases, proteins, and drugs.

Our team consists of biomedical and data science experts with real‑world lab and pharmaceutical experience. These specialists ensure that our solutions are scientifically grounded, delivering accurate, reliable data to our customers.

The Company

Biorelate is a venture backed Series A startup (supported by established Tech investors). If you’re eager to collaborate with exceptional scientists, software engineers, and subject matter experts from various fields in a supportive, ego‑free environment, Biorelate is the place for you.

Key Responsibilities

• Own each account from kickoff and onboarding through to measurable scientific outcomes, with an adoption plan for each team and use case.
• Run use case workshops that turn research problems (target identification, safety assessment, competitive intelligence, literature synthesis) into prioritised use cases.
• Grow active and chargeable users by developing champions, reaching new teams, and getting researchers to their first real result quickly.

• Own renewals and gross revenue retention (GRR), starting renewal planning at least 120 days before each renewal date.
• Run QBRs and regular check‑ins, and keep account plans and health scores current using usage data.
• Spot declining usage early and lead the recovery plan when an account is at risk.

• Set up and troubleshoot API, MCP and Web deployments, and build prompts and example workflows around customers' own research questions.
• Check the quality of outputs, and escalates issues to Engineering with clear reproduction details.
• Answer security and governance questions, and route non‑standard work to Forward Deployed Engineering.

• Partner with the Account Manager, who owns contracting and expansion deals, by supplying adoption data, ROI evidence and expansion signals.
• Feed customer feedback to Product, and help roll out betas, launches and training materials.
• Support technical pre‑sales conversations and represent Biorelate at conferences.

Skills, Knowledge and Expertise

• A PhD in biological or life sciences, or a related field.
• Experience in a client‑facing, post‑sale role with pharma, biotech or life sciences customers, ideally in SaaS or data.
• Familiarity with at least one of: target identification and validation, pharmacovigilance and drug safety, competitive intelligence, or literature synthesis.
• Comfort working hands‑on with APIs, LLM tools and prompt design, and the judgement to tell whether an AI‑generated scientific answer holds up.
• Confidence running workshops and training sessions with scientists and department leads.
• A track record of moving usage numbers through structured plans, not only managing relationships.

• Experience owning renewals or GRR targets with enterprise customers.
• Experience running QBRs with senior stakeholders.
• Scripting experience, for example in Python.

• You own the plan for your accounts and drive it. Tasks aren't handed down.
• You're curious about drug discovery, and happy to switch between customer meetings and focused technical work in the same day.
• You're comfortable in a growth‑stage company where processes are still being built, and keen to help build them.

Benefits

This is a rare opportunity to join Biorelate at an inflection point in our growth – and to genuinely shape how the company is seen and heard in the market. You'll work in a supportive team but you will have real autonomy to make this new role your own.

We offer competitive salaries, enhanced family leave, sick leave and significant opportunities for professional development. You’ll work alongside some of the brightest individuals, contributing to meaningful work that has a direct impact on global healthcare.

In addition, you can expect:

• Genuine Flexibility: We are a fully remote business with colleagues across the globe: manage your schedule, save time and money on commuting, and do your best work from the comfort of your home.
• Cutting‑Edge Technology: You’ll work with the latest software tools and technologies; we’ll push you to genuinely be innovative and find new ways to solve the newest challenges.