Customer Success Manager

Join to apply for the Customer Success Manager role at BioPhorum. Established in 2004, BioPhorum is a business‑to‑business membership organisation that provides an unrivalled environment for life‑science companies and executives. The company operates on a subscription model and offers 12 highly focused “Phorums”, each tailored to different areas of the industry, such as Drug Development, Supply Chain Resilience, IT, Data & Digital, Advanced Therapy Medicinal Products, Quality, Regulatory, and Sustainability. BioPhorum’s expert facilitators currently lead more than 90 initiatives involving over 7,000 subject‑matter experts. BioPhorum serves a diverse client base of over 150 organisations, including 18 of the 20 largest global (bio)pharmacies. In addition to pharma, it has strong relationships with other life‑science organisations, service providers across the outsourced value chain (e.g., CDMOs), and academia. …over the last year, BioPhorum has launched its first data product and completed an acquisition. New growth opportunities are planned across the core Phorum business and adjacent markets. The Role Overview The Customer Success Manager plays a pivotal role in driving member retention and satisfaction across BioPhorum’s client base. The role owns the renewals process, ensuring seamless, value‑driven engagement throughout the customer lifecycle. Acting as the 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 multi‑Phorum members, supports Key Account Managers with reporting and client development, and champions cross‑functional collaboration to deliver tangible improvements in client experience. Main Responsibilities Own and manage BioPhorum’s renewals process, ensuring member/customer retention and renewals are completed on‑time and in line with contractual terms. Act as the daily key contact for clients, especially budget holders and procurement, maintaining strong communication with Key Accounts and Phorum Engagement Managers and escalating where strategic input is required. Ensure data integrity in renewal processes by accurately updating and maintaining sales systems. Maintain customer‑level information in Dynamics. Conduct engagement calls and sessions with members/customers, driving outcomes that continually demonstrate value and integrating new products, services, and Phorums into engagement calls. Lead and deliver client‑level retention and satisfaction improvement actions, collaborating across BioPhorum to produce tangible benefits. Lead onboarding processes for a smooth, consistent experience for all members and customers; capture and share member/customer priorities and success factors as they move through onboarding. Support Key Account Managers in preparing client engagement reports, recruiting representatives for new sites, and identifying cross‑opportunities. Prepare regular client‑level reports aligned with Customer Success processes, standards, and frameworks. Support Key Accounts in internal reporting and KPI management processes. Coordinate flow of information at customer level, ensuring all teams have access to the right data for a transparent BioPhorum experience. Provide input into client value plans and value stories to ensure BioPhorum delivers value against member and customer priorities. Knowledge, Skills & Abilities Proven success in a Customer Success management role, managing teams and processes. Experience managing customer lifecycle processes—including onboarding, ongoing engagement, retention, and contract renewals. Background in the pharmaceutical, biotechnology, life‑sciences, and/or healthcare industries. Ability to anticipate long‑term implications of current issues and implement mitigations proactively. Excellent communication skills across all organisational levels, with ability to tailor messaging. Strong influencing and presentation skills. Effective networking and collaborative skills to build and sustain relationships. Enthusiastic about collaboration and constructive feedback. Highly commercial orientation, with experience building retention/churn mitigation strategies. Location This is a home‑based role, with expected travel to participate in customer and organisational events. While BioPhorum is UK‑based, ad‑hoc international travel may be required. Seniority level Mid‑Senior level Employment type Full‑time Job function Other #J-18808-Ljbffr