Engagement Manager

Cradle; New York (NY); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Generous equity

Benefits package

Career progression opportunities

Job summary

Cradle, a distributed biotech software company, is seeking an Engagement Manager within Customer Success to ensure the world's largest biotech and pharma customers realize value from Cradle's platform. You will own portfolio-level success, build relationships with senior stakeholders, and translate scientific impact into measurable business outcomes.

You will collaborate with Scientific Advisors, Account Executives, and Product teams to drive adoption, expansion, and strategic planning across

Qualifications

• 5–7+ years in enterprise client-facing roles in Life Sciences
• Proven ability to lead complex, multi-stakeholder programs
• Strong communication and organizational skills

Responsibilities

• Oversee post-sale success across global biotech and pharma customers.
• Define and track portfolio-level ROI and present progress to senior customer stakeholders.
• Establish and lead steering committees to align stakeholders and ensure Cradle delivers measurable impact.
• Understand customer budget cycles, licensing models, and R&D roadmaps to identify opportunities for growth and renewals.
• Partner with Account Executives to expand Cradle’s footprint across new business units and therapeutic areas.
• Coordinate with Scientific Advisors to ensure smooth project initiation, resource allocation, and execution within licensed project slots.
• Manage multi-workstream engagements, ensuring alignment across Science, Product, and ML teams.
• Inspire and lead cross-functional Cradle teams to deliver seven-star customer experiences.
• Act as primary escalation and coordination point for enterprise accounts.
• Solicit, capture and communicate customer feedback, driving improvements in Cradle’s product and service delivery.
• Partner with Product and ML teams to align customer strategic priorities and Cradle’s roadmap.
• Design and co-create training and education initiatives to empower scientists to succeed on the Cradle Platform.
• Advocate for Cradle’s customers internally without losing sight of delivery efficiency.

Skills

Enterprise client-facing

Program management

Executive stakeholder engagement

Biopharma R&D workflows

Education

MSc or advanced degree in Molecular Biology/Biotechnology/Bioengineering

Tools

SaaS deployments

Job description

Proteins are the molecular machines of life, used for many therapeutic, diagnostic, chemical, agricultural and food applications. Designing and optimizing proteins takes a lot of expert knowledge and manual effort, through the use of custom computational and biological tools.

Machine learning is revolutionizing this space, by enabling high-fidelity protein models. At Cradle, we offer a software platform for AI-guided discovery and optimization of proteins, so that biologists can design proteins faster and at scale. We are already used by clients across biopharma, biotech, agri-tech, food-tech, and academia.

We're an experienced team of just under 100 people. We've built many successful products before and have enough funding for multiple years of runway. We are distributed across three offices in Amsterdam, Boston, and Zurich, alongside a few remote colleagues.

We offer our employees a very competitive salary, a generous equity stake in the company and a wide range of benefits and career progression opportunities.

Your Role

As an Engagement Manager within our Customer Success team, you’ll ensure that Cradle’s largest customers achieve success across their entire protein R&D portfolio. While your Scientific Advisor peers drive success at the project level, you will own success at the portfolio level — building deep relationships with senior stakeholders, aligning on portfolio success metrics, and ensuring our software and services deliver measurable value across departments and programs.

You’ll serve as a trusted partner to senior leaders in global biopharma and industrial biotech companies, guiding strategic planning, adoption, and expansion of Cradle’s platform. Working closely with Scientific Advisors, Account Executives, and Product teams, you’ll translate Cradle’s scientific impact into business outcomes and long-term partnerships.

Your Responsibilities

Strategic Account Leadership

• Oversee post-sale success across global biotech and pharma customers, from initial onboarding to long-term, broad adoption.
• Define and track portfolio-level success metrics and ROI, presenting progress to senior customer stakeholders.
• Establish and lead steering committees to align stakeholders and ensure Cradle delivers measurable impact.
• Understand customer budget cycles, licensing models, and R&D roadmaps to identify timely opportunities for growth and renewals.
• Partner with Account Executives to expand Cradle’s footprint across new business units and therapeutic areas.

Program and Relationship Management

• Coordinate with Scientific Advisors to ensure smooth project initiation, resource allocation, and execution within licensed project slots.
• Manage multi-workstream engagements, ensuring alignment across Science, Product, and ML teams.
• Inspire and lead your cross-functional Cradle team to deliver seven star customer experiences.
• Act as the primary escalation and coordination point for enterprise accounts.

Customer Experience And Voice Of Customer

• Solicit, capture and communicate customer feedback, driving improvements in Cradle’s product and service delivery.
• Partner with Product and Machine Learning Research teams to align customer strategic priorities and Cradle’s roadmap.
• Design and co-create training and education initiatives that empower scientists to succeed on the Cradle Platform.
• You will advocate for Cradle’s customers internally without losing sight of the delivery efficiency and interests of the Cradle team.

Your Qualifications

Must-haves

• Deep understanding of biopharma R&D workflows and the ability to confidently engage with executive stakeholders as well as experimental and computational scientists.
• 5–7+ years in enterprise client-facing roles (program management, consulting, or customer success) ideally in Life Sciences.
• Proven ability to lead complex, multi-stakeholder programs and drive measurable ROI.
• Strong relationship-building, executive presence, crisp communication, and excellent organizational skills.
• Comfortable presenting scientific and business insights to internal and external cross-functional audiences.
• MSc or advanced degree in Molecular Biology, Biotechnology, Bioengineering, or a related field, or equivalent professional experience.
• Willingness to travel to- and work from customer sites (20% of the time).

Nice-to-haves

• Experience managing enterprise SaaS deployments.
• Familiarity with services commercials (SOWs, budgeting, resourcing, and change orders).
• Experience with machine learning applications in life sciences or biotech.

Our commitment to inclusive hiring

Cradle evaluates all candidates based on merit, regardless of sex, gender, ethnicity, socio-economic background, or any other aspect of identity. We maintain zero tolerance for discrimination and actively encourage candidates from all backgrounds to apply.

AI disclosure

Cradle uses an applicant tracking system that includes basic AI-assisted features which may generate scores or rankings based on how applications match a job description. These outputs are not used to make or meaningfully influence hiring decisions — all candidates are evaluated through a thorough, human-led review by our recruiting team.