Customer Success Manager

Biorelate

5d•Remote

About The Position

Biorelate is hiring a Customer Success Manager to own a portfolio of mostly US accounts using its Galactic AI platform. The role focuses on helping researchers achieve measurable scientific value from Galactic Data, Web, API, MCP and Co-Scientist, and building evidence to support renewals and expansion. It combines scientific and technical customer work, including workshops and QBRs, API setup, prompt and workflow development, and account support. The position is UK-based and remote, with regular overlap with US East Coast hours. Travel is required to customer sites in the US and Europe, international conferences, and occasionally London and Manchester. The Customer Success Manager works with Account Managers, Product, Engineering and Forward Deployed Engineering to support adoption, account health, customer feedback and technical enablement. The role offers autonomy in a growth-stage company where processes are still being built.

Requirements

PhD in biological or life sciences, or a related field, or equivalent qualification by experience.
Experience in a client-facing, post-sale role with pharma, biotech or life sciences customers; SaaS or data experience is ideal.
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, and the judgement to assess whether an AI-generated scientific answer is sound.
Confidence running workshops and training sessions with scientists and department leads.
Track record of increasing usage through structured plans, rather than only managing relationships.
Ability to own account plans and drive work independently.
Curiosity about drug discovery and willingness to switch between customer meetings and focused technical work.
Comfort working in a growth-stage company where processes are still being built, and interest in helping build them.
Ability to work remotely from the UK with regular overlap with US East Coast hours, and travel to customer sites in the US and Europe, international conferences, and occasionally London and Manchester.

Nice To Haves

Experience owning renewals or GRR targets with enterprise customers.
Experience running QBRs with senior stakeholders.
Scripting experience, for example in Python.

Responsibilities

Own each account from kickoff and onboarding through measurable scientific outcomes, and create an adoption plan for each team and use case.
Run use case workshops to turn research problems into prioritised use cases, including target identification, safety assessment, competitive intelligence and literature synthesis.
Grow active and chargeable users by developing champions, reaching new teams and helping researchers get to their first real result quickly.
Own renewals and gross revenue retention (GRR), beginning renewal planning at least 120 days before each renewal date.
Run QBRs and regular check-ins, and keep account plans and health scores current using usage data.
Identify declining usage early and lead recovery plans for at-risk accounts.
Set up and troubleshoot API, MCP and Web deployments, and build prompts and example workflows around customers’ research questions.
Check the quality of outputs 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, who owns contracting and expansion deals, by providing adoption data, ROI evidence and expansion signals.
Share customer feedback with Product and help roll out betas, launches and training materials.
Support technical pre-sales conversations and represent Biorelate at conferences.