At a Glance
- Tasks: Drive customer success and build strong relationships in a leading SaaS company.
- Company: Join a fast-growing, market-leading SaaS organisation transforming operations with data-driven solutions.
- Benefits: Enjoy UK-wide flexibility, competitive salary, and the chance to influence customer success.
- Other info: Collaborate with a high-performing team in a dynamic, fast-paced environment.
- Why this job: Make a real impact by driving customer value and shaping the future of Customer Success.
- Qualifications: 5+ years in Customer Success with biotech experience and strong commercial acumen.
The predicted salary is between 50000 - 65000 £ per year.
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
Location: UK-wide (with travel) | Hybrid/Remote. 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 will also be expected to spend a few days each month in the Glasgow office collaborating with the wider team. Ideal for candidates who enjoy balancing remote autonomy with meaningful face-to-face engagement.
Key Requirement (Essential to be considered)
- Experience working with biotech, pharma, MedTech, or life sciences customers
- 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
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
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 in Glasgow employer: Eden Scott
Join a dynamic and innovative SaaS organisation that prioritises customer success and offers a flexible UK-wide working environment. With a strong focus on employee growth, you will have the opportunity to collaborate with a high-performing team while enjoying the balance of remote work and meaningful in-person interactions. This role not only allows you to drive significant customer impact but also positions you at the forefront of a rapidly growing sector, making it an ideal place for those looking to make a real difference.
