Customer Success Manager

BioPhorum•London, CA

23h•Remote

About The Position

The Customer Success Manager plays a pivotal role in driving member retention and satisfaction across BioPhorum client base, owning the renewals process and ensuring seamless, value-driven engagement throughout the customer lifecycle. Acting as a primary point of contact for key stakeholders, including budget holders and Procurement, the role ensures timely renewals, accurate data management, and consistent communication, particularly around engagement and value realisation. With a strong commercial mindset, the Customer Success Manager leads onboarding for multiPhorum members, supports Key Account Managers with reporting and client development, and champions cross-functional collaboration to deliver tangible improvements in client experience. The ideal candidate will bring proven success in customer success and renewals management, exceptional communication and influencing skills, enabling them to build lasting relationships and drive high-impact member and customer outcomes.

Requirements

Proven success in a Customer Success management role spanning both team and process management
Demonstrable experience managing key customer lifecycle processes including onboarding, ongoing engagement and retention and contract renewals
Experience working across the pharmaceutical, biotechnology, life-sciences industries and/or healthcare industries
Able to think through the long term implications of current issues such as how an current issue with a member / customer may escalate and put the necessary mitigations in place to remain proactive
A very strong communicator, able to engage with people across multiple levels within an organisation, internally as well as with clients; can tailor and adapt their communication style while ensuring the core messages are conveyed
A strong influencer, can present and communicate with gravitas
An effective networker with a highly collaborative style who is able to build and sustain strong working relationships
Enjoys working in collaborative environments — able to encourage and act on suggestions and feedback in a constructive manner
Highly commercial — able to drive strong commercial outcomes especially as part of a renewals motion, has strong experience building retention / churn mitigation strategies that ensure customer stickiness

Responsibilities

Own and manage BioPhorum’s renewals process, ensuring member / customer retention and renewals are completed on-time in line with contractual terms
Act as the daily key contact for clients especially for budget holders and Procurement – maintaining strong communication with Key Accounts and Phorum Engagement Managers, escalating where strategic input is required
Ensure data integrity associated with the renewals processes by accurately updating and maintaining sales systems
Ensure data integrity associated with customer level information is maintained on Dynamics
Conduct engagement calls and sessions with members / customers in line with established customer success processes and frameworks, driving outcomes that continually demonstrate value — effectively integrating new products, services and Phorums into engagement calls as BioPhorum’s expands their service offerings
Lead and deliver client-level retention and satisfaction improvements actions, acting collaboratively across BioPhorum in order to drive tangible improvements
Lead the onboarding processes for delivering a smooth and consistent experience for all members and customers; identifying and exploring member and customer priorities and factors of success ensuring this information is captured and shared with the appropriate teams as members and customers move through the onboarding process
Support Key Account Managers in the preparation of client engagement reports, client representative recruitment for new sites and identifying cross opportunities
Prepare regular client-level reports in line with Customer Success processes, standards and frameworks
Support Key Accounts as part of internal reporting and KPI management processes
Coordinate the flow of information at customer level in line with Customer Success process across Key Account Directors and Phorum Engagement Managers ensuring that all teams engaging with the customer have access to the right information that enables a consistent and transparent BioPhorum experience with issues and challenges flagged early with the appropriate teams
In collaboration with the Commercial and Phorum teams, provide input and support the client value plans; surface and provide input into the relevant value stories especially to ensure BioPhorum is delivering value against member and customer priorities