At a Glance
- Tasks: Drive customer success and build strong relationships in a fast-paced SaaS environment.
- Company: Join a market-leading SaaS company transforming the life sciences sector.
- Benefits: Enjoy UK-wide flexibility, competitive salary, and a chance to influence customer success.
- Other info: Collaborate with a high-performing team and enjoy opportunities for growth.
- Why this job: Make a real impact by helping customers achieve their goals and maximise value.
- Qualifications: 5+ years in Customer Success or Account Management with biotech experience required.
The predicted salary is between 60000 - 80000 £ per year.
Location: UK-wide (with travel) | Hybrid/Remote
Drive customer impact in a market-leading SaaS organisation. We are partnering with a fast-growing, market-leading SaaS business that is transforming how organisations operate through a powerful, data-driven platform. With a strong presence in their sector and ambitious growth plans, they are now looking for a Customer Success Manager to join their high-performing team.
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.
Location & Travel
- This role offers UK-wide flexibility, provided you have good transport links.
- The role will involve ~30% travel to customer sites to build strong, in-person relationships.
- You’ll also be expected to spend a few days each month in the Glasgow office collaborating with the wider team.
Key Requirement (Essential to be considered)
To be successful in this role, you must have one of the following:
- Experience working with biotech, pharma, MedTech, or life sciences customers, or
- A background as a scientist (e.g. lab-based role) prior to moving into Customer Success, Account Management, or a customer-facing SaaS role.
Candidates without this domain expertise will not be considered.
The Role
You will act as a trusted advisor to a portfolio of customers, helping them achieve their goals while maximising the value they gain from the platform. This is not a reactive support role; you will proactively shape the customer journey and directly influence commercial outcomes.
What You will Be Doing
- Own and manage a portfolio of customers, building strong, strategic relationships.
- Lead onboarding, training, and adoption to ensure rapid value realisation.
- Develop and execute tailored success plans aligned to customer objectives.
- Drive renewals and expansion opportunities, delivering strong commercial outcomes.
- Monitor customer health and engagement, proactively identifying risks and opportunities.
- Deliver regular business reviews, showcasing insights, progress, and ROI.
- Collaborate cross-functionally with Product, Sales, and Service teams.
- Act as the voice of the customer, influencing product and experience improvements.
- Take a data-driven approach to customer engagement and decision-making.
Your experience and background
- 5+ years’ experience in Customer Success, Account Management, or similar within B2B SaaS with biotech experience.
- Proven track record of driving customer adoption, retention, and growth.
- Strong commercial acumen, with experience owning renewals and identifying expansion opportunities.
- Experience managing the full customer lifecycle (onboarding through to renewal and growth).
- Excellent stakeholder management skills, with the ability to engage at all levels.
- Strategic mindset, with the ability to translate customer goals into measurable outcomes.
- Proactive, organised, and comfortable in a fast-paced, scaling environment.
- Experience running business reviews and driving value-based conversations.
What Success Looks Like
- High levels of customer adoption, engagement, and satisfaction.
- Strong retention rates, with risks identified early and mitigated effectively.
- Growth of existing customer revenue through value-led engagement.
- Trusted advisor relationships across your portfolio.
- Clear, measurable outcomes and ROI delivered for customers.
- Strong customer advocacy and reference ability.
Why Join?
- Be part of a market-leading SaaS organisation with ambitious growth plans.
- Enjoy UK-wide flexibility while still maintaining strong in-person customer engagement.
- Work in a high-impact, strategic role with real ownership.
- Collaborate with a high-performing, customer-centric team.
- Opportunity to influence and shape the Customer Success function.
Interested? If you bring life sciences domain expertise and thrive on building relationships, driving value, and delivering commercial outcomes, this is a standout opportunity to make a real impact.
Customer Success Manager - Life Science / Pharma in England employer: Eden Scott
Join a fast-growing, market-leading SaaS organisation that is revolutionising the life sciences sector with its data-driven platform. Enjoy the flexibility of a hybrid/remote role while engaging in meaningful face-to-face interactions with customers across the UK. With a strong focus on employee growth and collaboration within a high-performing team, this position offers the chance to make a significant impact in a strategic role that values your expertise and insights.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Life Science / Pharma in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Eden Scott. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Eden Scott before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Life Science / Pharma in England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Eden Scott:Your cover letter is your chance to shine! Tell us why you want to work at Eden Scott specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Eden Scott!
How to prepare for a job interview at Eden Scott
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
