Customer Success Manager - Biotech/ Pharma

Eden Scott; Glasgow; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Eden Scott is partnering with a fast-growing life sciences SaaS business to recruit a Customer Success Manager for Glasgow. You will own strategic customer relationships end-to-end, driving adoption, retention and growth while ensuring measurable value from the platform.

You will engage with scientists, researchers and external suppliers, leveraging your background in biotech or life sciences to manage complex journeys and deliver successful outcomes.

Qualifications

• Experience in biotech, pharma, MedTech or life sciences organisations.
• Experience working with scientists, researchers, laboratories, CROs or industry suppliers.
• 5+ years in Customer Success, Account Management or related roles.
• Strong stakeholder management with ability to influence at all levels.

Responsibilities

• Own and manage a portfolio of strategic customers with strong, long-term relationships.
• Lead onboarding, implementation and adoption activities to deliver rapid value.
• Develop and execute tailored success plans aligned to customer objectives.
• Coordinate with scientists, researchers, suppliers and customer stakeholders.
• Drive renewals and identify opportunities for account growth.
• Monitor customer health and engagement to pre-empt risks and opportunities.
• Deliver business reviews showcasing progress, insights and ROI.
• Collaborate with Product, Sales and Services teams to improve outcomes.
• Advocate for customers to influence product enhancements and experience.

Skills

Customer Success

Account Management

Project Management

Programme Management

Scientific Operations

Life Sciences Consulting

Job description

Customer Success Manager – Life Sciences / Biotech SaaS

Location: Glasgow (Hybrid 3-4 days per week in office) | Regular Customer Travel

Drive Customer Impact in a Market-Leading Life Sciences SaaS Organisation

We are partnering with a fast-growing, market-leading SaaS business that is transforming how life sciences organisations operate through a powerful, data-driven platform. With a strong presence across the biotech, pharmaceutical and research sectors, and ambitious growth plans ahead, they are looking for a Customer Success Manager to join their high-performing team in Glasgow.

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 from the platform.

Importantly, we are open to candidates from a range of backgrounds, including Customer Success, Account Management, Project Management, and Programme Management, provided you have experience working within biotech, pharma, life sciences, or scientific research environments and are comfortable engaging with scientists, researchers and external suppliers.

To be considered, you must have experience in one of the following areas:

• Customer Success, Account Management, Project Management, Programme Management or a similar customer-facing role within the biotech, pharma, MedTech or life sciences sector
• Experience working closely with scientists, laboratory teams, research organisations, CROs or industry suppliers
• A scientific background (for example, laboratory-based research, biotech or pharmaceutical sciences) combined with experience delivering projects, managing customer relationships or leading programmes

Candidates without life sciences, biotech or scientific domain experience are unlikely to be suitable for this opportunity.

The Role

You will act as a trusted advisor to a portfolio of customers, helping them achieve their objectives whilst maximising the value they gain from the platform.

This is not a reactive support role. You will proactively shape the customer journey, coordinate key stakeholders and directly influence customer outcomes, retention and growth.

The role would particularly suit someone who enjoys working at the intersection of technology, science and customer engagement, bringing together scientific teams, suppliers and business stakeholders to achieve successful outcomes.

• Hybrid role based in Glasgow
• Regular time spent in the Glasgow office collaborating with colleagues
• Approximately 30% travel to customer sites across the UK and Europe
• Ideal for candidates who enjoy balancing office collaboration, customer engagement and autonomous working

What You will Be Doing

• Own and manage a portfolio of strategic customers, building strong, long-term relationships
• Lead onboarding, implementation and adoption activities to ensure rapid value realisation
• Develop and execute tailored success plans aligned to customer objectives
• Coordinate and engage with scientists, researchers, suppliers and customer stakeholders
• Drive renewals and identify opportunities for account growth and expansion
• Monitor customer health and engagement, proactively identifying risks and opportunities
• Deliver business reviews showcasing progress, insights and ROI
• Collaborate closely with Product, Sales and Services teams
• Act as the voice of the customer to influence product enhancements and customer experience improvements
• Take a data-driven approach to customer engagement and decision-making
• Lead projects and programmes where required, ensuring successful delivery and stakeholder alignment

Your Experience & Background

We welcome applications from candidates with backgrounds in:

• Customer Success Management
• Account Management
• Project Management
• Scientific Operations
• Life Sciences Consulting

You will ideally bring:

• Experience working within biotech, pharmaceutical, MedTech or life sciences organisations
• Experience working directly with scientists, researchers, laboratories, CROs or industry suppliers
• 5+ years' experience in Customer Success, Account Management, Project Management, Programme Management or a related role
• Strong stakeholder management skills with the ability to influence at all levels
• Proven ability to drive customer adoption, engagement and successful outcomes
• Commercial awareness with experience supporting renewals, growth opportunities or strategic account development
• Experience managing complex customer journeys, projects or programmes from inception through to delivery
• Strong communication, planning and organisational skills
• A proactive and collaborative approach within fast-paced environments

What Success Looks Like

• High levels of customer adoption, engagement and satisfaction
• Strong retention rates with risks identified and mitigated early
• Successful delivery of customer objectives, projects and programmes
• Trusted advisor relationships across scientific, operational and commercial stakeholders
• Growth of existing customer revenue through value-led engagement
• Clear, measurable outcomes and ROI delivered for customers

Why Join?

• Join a market-leading SaaS organisation driving innovation in life sciences
• Hybrid working with a Glasgow base and meaningful customer engagement
• Opportunity to work with leading biotech, pharmaceutical and research organisations
• High-impact role with significant ownership and autonomy
• Collaborative, customer-centric culture
• Opportunity to influence and shape the future of the Customer Success function

Interested?

Whether your background is in Customer Success, Account Management, Project Management or Programme Management, if you have experience working within biotech, life sciences or scientific research environments and enjoy partnering with scientists, suppliers and customers to deliver successful outcomes, this is an excellent opportunity to make a real impact in a growing technology business.