Senior Customer Success Manager

Owkin

11d • Hybrid

About The Position

Owkin is an AI company focused on solving biological complexity by building a Biology Super Intelligence (BASI). This system integrates biological large language models, multimodal patient data, and agentic software, featuring an AI copilot (Owkin K) and a biology-focused LLM (Owkin Zero). The product is used by researchers, clinicians, and drug developers to advance understanding of biology, validate hypotheses, and accelerate diagnostics and therapies. This position can be based in Paris, or remotely in France, UK, or Germany. The role involves managing the lifecycle of the flagship product K Pro for external clients, ensuring they achieve significant scientific and business impact. The Senior Customer Success Manager acts as a strategic partner and a 'Scientific Orchestrator,' bridging AI capabilities with drug research and development workflows. This role is crucial for the success of strategic client engagements, reporting to the Director of Customer Success and Project Management. Collaboration will be with Owkin's Research & Technology teams and Medical and Biology Experts.

Requirements

• 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 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 clients and teams.
• Excellent written and oral communication skills.
• Highly organized 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.

Nice To Haves

• Experience in Biostatistics / Machine Learning / Deep Learning algorithms & methodologies or complex data delivery is a plus.
• Fluent in French is a plus.

Responsibilities

• Own a portfolio of high-value or enterprise Biopharma accounts and build deep, trusted relationships with key stakeholders, including senior executives.
• Act as a strategic advisor to ensure clients realize the full ROI of K Pro, developing comprehensive account and success plans aligned with customer business goals, and demonstrating/tracking ROI and use cases.
• Conduct Quarterly Business Reviews (QBRs) and strategic check-ins with client senior stakeholders and executives, translating K Pro's value and performance metrics into tangible business impact and strategic recommendations.
• Lead the delivery and integration of the platform within client environments, potentially delivering custom services and tailoring 'AI Skills' and orchestration layers to specific therapeutic areas.
• Own the commercial health of accounts, driving high Net Revenue Retention (NRR) and successful contract renewals.
• Partner with the Sales team to identify and execute upsell/cross-sell opportunities, including bespoke agentic AI customizations and scoping high-impact use cases.
• Track platform adoption, Customer Health Scores, and usage metrics (including CLV) to proactively identify risks or expansion opportunities.
• Lead escalation management, acting as the ultimate point of contact for complex, high-risk situations, navigating conflict, and driving effective resolution.
• Lead the successful onboarding for complex customers and users on the K Pro platform, driving product adoption and usage maturity.
• Guide customers toward achieving measurable business outcomes (ROI, KPIs).
• Orchestrate product trials with internal and external stakeholders and translate insights into refining product and delivery.
• Conduct regular workshops and collect/synthesize customer feedback (Voice of Customer) to identify feature gaps and translate them into actionable feedback for Product and Engineering teams, influencing the product roadmap.
• Collaborate with clients to define, document, and champion high-value use cases for both customer engagement and internal knowledge sharing.
• Turn satisfied customers into powerful case studies, references, or champions.
• Support pre-sales discussions, organize trial periods/pilots, and demos with potential customers.
• Work closely with Sales (for expansions), Product (for feedback and roadmap influence), and Support/Engineering (for issue resolution), acting as the internal advocate for customer needs.
• Mentor junior CSMs and help define processes, playbooks, and best practices across the Customer Success team.
• Lead cross-CS projects or initiatives as needed.
• Leverage data and performance tracking (NRR, CLV, adoption metrics) to drive strategic decisions and prioritize actions across the account portfolio.

Benefits

• Flexible work organization
• Friendly and informal working environment
• Opportunity to work with an international team with high technical and scientific backgrounds

What This Job Offers

• Job Type: Full-time
• Career Level: Senior