At a Glance
- Tasks: Be the strategic partner for clients, ensuring they achieve success with our AI product.
- Company: Join Owkin, an innovative AI company transforming biology and healthcare.
- Benefits: Enjoy a friendly work environment, remote options, and opportunities for growth.
- Other info: Collaborate with a diverse team and contribute to groundbreaking scientific advancements.
- Why this job: Make a real impact in healthcare by bridging AI and drug research.
- Qualifications: Masters or BS in relevant fields; experience in customer success or project management.
The predicted salary is between 60000 - 80000 £ per year.
Owkin is an AI company on a mission to solve the complexity of biology. It is building the first Biology Super Intelligence (BASI) by combining powerful biological large language models, multimodal patient data, and agentic software. At the heart of this system is Owkin K, an AI copilot and its new LLM fine‑tuned on biology called Owkin Zero, used by researchers, clinicians, and drug developers to better understand biology, validate scientific hypotheses, and deliver better diagnostics and therapies faster.
Position is based in our Paris offices or remotely in France, UK or Germany. Please submit your CV in English.
As a Customer Success Manager (CSM), you will be the primary strategic partner for our external clients (pharmaceutical and biotechnology companies, academic institutions, etc.). You will manage the lifecycle of our flagship product K Pro with one or more customers, ensuring they achieve measurable scientific and business impact.
In addition to being a relationship manager; you are a "Scientific Orchestrator" who bridges the gap between complex AI capabilities and real‑world drug research & development workflows. The Senior Customer Success is a key architect in the success of our most strategic client engagements, reporting to the Director of Customer Success and Project Management. You’ll work directly with the OWKIN Research & Technology teams and Medical and Biology Experts on the delivery and value proposition of our product.
In Particular, You Will Deliver
- Strategic Account & Value Management
- Strategic Account Ownership: Own a portfolio of high‑value or enterprise biopharma accounts. Build deep, trusted relationships with key stakeholders, including senior executives.
- Drive Value Realization & Planning: Act as a strategic advisor, ensuring clients realise the full ROI of K Pro. Develop comprehensive account and success plans aligned with customer business goals, demonstrating and tracking ROI and use cases unlocked by the platform.
- Executive Communication: Run Quarterly Business Reviews (QBRs) and strategic check‑ins with client senior stakeholders and executives. Translate K Pro’s value and performance metrics into tangible business impact and strategic recommendations.
- Operational Delivery: Lead the delivery and integration of the platform within client environments, and potential delivery of custom additional services, tailoring "AI Skills" and orchestration layers to specific therapeutic areas (e.g., Oncology, Immunology).
- Customer Retention, Growth & Health
- Manage Renewals & Retention: Own the commercial health of your accounts, driving high Net Revenue Retention (NRR) and successful contract renewals.
- Identify Expansion & Growth: Partner with the Sales team to identify and execute upsell/cross‑sell opportunities, including bespoke agentic AI customizations, and scope high‑impact use cases during early engagement phases.
- Proactive Health Monitoring: Track platform adoption, Customer Health Scores, and usage metrics (including CLV) to proactively identify and intervene when risks or expansion opportunities appear.
- Lead Escalation Management, acting as the ultimate point of contact to handle complex, high‑risk situations, navigate conflict, and drive effective resolution.
- Onboarding & Enablement: Lead the successful onboarding for complex customers and users on the K Pro platform. Drive product adoption and usage maturity, ensuring user adherence and collaborating with them to identify high‑value use cases.
- Guide Measurable Outcomes: Guide customers toward achieving measurable business outcomes (ROI, KPIs).
- Orchestrate Trials: Orchestrate product trials with internal and external stakeholders and translate insights gained into refining product and delivery.
- Scientific & Product Advocacy (Voice of Customer)
- Product Feedback Loop: Conduct regular workshops and collect/synthesize customer feedback (Voice of Customer) to identify feature gaps. Translate these into actionable feedback for Product and Engineering teams, influencing the product roadmap.
- Use‑Case Development: Collaborate with clients to define, document, and champion high‑value use cases for both customer engagement and internal knowledge sharing.
- Customer Advocacy: Turn satisfied customers into powerful case studies, references, or champions.
- Support Go‑to‑Market: Support pre‑sales discussions, organize trial periods/pilots, and demos with potential customers.
- Cross‑Functional Collaboration & Leadership
- Internal Advocacy: Work closely with Sales (for expansions), Product (for feedback and roadmap influence), and Support/Engineering (for issue resolution). Act as the internal advocate for customer needs.
- Mentorship & Best Practices: Mentor junior CSMs and help define processes, playbooks, and best practices across the Customer Success team. Lead cross‑CS projects or initiatives as needed.
- Data‑Driven Action: Leverage data and performance tracking (NRR, CLV, adoption metrics) to drive strategic decisions and prioritise actions across the account portfolio.
About You
At Owkin, we hire for potential and values. We are looking for "Owkinautes" who embody our values (The 4 C’s):
- Care: For our team, our partners, and the patients waiting for better treatments.
- Collaboration: Seamlessly working across scientific and technical silos.
- Creativity: Finding novel ways to apply AI to the hardest problems in biology.
- Curiosity: An insatiable drive to learn and iterate.
We Are Looking For Someone With
- Masters degree or BS in computer science (machine learning, applied mathematics, computer science, software engineering) or life sciences (MD, PharmD, biology, bioinformatics, biological engineering…)
- Expertise either in the customer success management, project management or delivery of high‑impact scientific research / technological products or consulting engagements or Experience in a product owner role within the medical/pharmaceutical/biotech industry.
- Ability to create and develop trust‑based relationships with our clients and teams.
- Experience in Biostatistics / Machine Learning / Deep Learning algorithms & methodologies or complex data delivery is a plus.
- Excellent written and oral communication skills.
- Highly organised and meticulous about details.
- Capable of tackling complex problems logically and effectively.
- Excited to work in a dynamic, fast‑paced environment.
- Passionate about the intersections of Healthcare and AI.
- Fluent in English, fluent in French is a plus.
As our clients are based across Europe and in the USA, occasional travel may be required.
What we offer
- Friendly and informal working environment
- Opportunity to work with an international team with high technical and scientific backgrounds
Equal Opportunity Employer
Owkin is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, gender, sexual orientation, age, colour, religion, national origin, protected veteran status or on the basis of disability.
Senior Customer Success Manager employer: Owkin
Owkin is an exceptional employer, offering a dynamic and collaborative work culture that fosters innovation at the intersection of AI and healthcare. With opportunities for professional growth and mentorship, employees are empowered to make a meaningful impact in the biopharma sector while working alongside a diverse team of experts. The Paris office provides a vibrant environment, complemented by the flexibility of remote work across France, the UK, and Germany, making it an attractive choice for those seeking a rewarding career in a cutting-edge field.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Owkin. 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 Owkin 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 Senior Customer Success Manager
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 Owkin:Your cover letter is your chance to shine! Tell us why you want to work at Owkin 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 Owkin!
How to prepare for a job interview at Owkin
✨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.
