Customer Success Manager
New
B
BiorelatePharmaceutical AI
UK, remote, Regular overlap with US East Coast hours.Full-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- PythonRESTful APIsCustomer Success
Requirements
- 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.
- 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.
- Ability to assess 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.
- Experience in SaaS or data is preferred.
- Experience owning enterprise customer renewals or GRR targets is a plus.
- Experience running QBRs with senior stakeholders is a plus.
- Scripting experience, for example in Python, is a plus.
Responsibilities
- Own customer accounts from kickoff and onboarding through measurable scientific outcomes, with an adoption plan for each team and use case.
- Run use case workshops that translate research problems into prioritised use cases.
- Grow active and chargeable users by developing champions, reaching new teams, and helping researchers reach their first result.
- Own renewals and gross revenue retention, beginning renewal planning at least 120 days before renewal dates.
- Run QBRs and regular check-ins, and keep account plans and health scores current using usage data.
- Identify declining usage and lead recovery plans for at-risk accounts.
- Set up and troubleshoot API, MCP, and Web deployments, and build prompts and example workflows for customer research questions.
- Check output quality and escalate 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, Product, and other teams; support technical pre-sales and represent Biorelate at conferences.
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