Strategic customer success manager, life sciences

3 days ago

London, Greater London, United Kingdom WRITER Full time

About This Role
We're looking for a strategic customer success manager to drive AI powered transformation for our Fortune 50 Life Sciences customers. This role is designed for an experienced professional who thrives on building and navigating complex customer relationships within the Life sciences sector, across Commercial, R&D and Operational functions, particularly in global pharma. The ideal candidate is deeply interested in integrating AI solutions into Life sciences, driving transformation through tangible business value, and fostering strong partnerships within a regulated environment.

As our strategic customer success manager for life sciences, you'll be on the ground floor helping us refine our processes for onboarding, adoption, and retention. This role goes beyond traditional customer success - it's about leading enterprise AI transformation programmes within global pharma accounts.

You will report to the director of customer success and be working very closely with our other customer success managers in building a world class CS org.

Your responsibilities:

  • Act as the strategic partner and main point of contact for leading life sciences institutions
  • Build and manage senior level relationships, including C suite engagements; developing new and existing relationships across your customers
  • Develop tailored success plans that align AI adoption with business goals
  • Meticulously project manage programs that will help customers drive adoption, business value and renew usage of Writer
  • Own the full customer renewal process, including forecasting, negotiating, and proposal creating
  • Be accountable for Gross and net dollar retention rate targets for your customers
  • Collaborate with Sales to identify and execute expansion opportunities
  • Advocate for customer needs internally, especially around regulated use cases
  • Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities
  • Develop executive-level value realisation frameworks and success metrics tied to business outcomes such as time-to-market, compliance efficiency, and productivity gains

Is this you?

  • 7+ years experience in life sciences services, with experience in a combination of global pharma, pharma-technology or management consulting
  • 3-5+ years experience in a customer-facing SAAS or consulting role with a focus on transformation, strategy, or enablement
  • Experienced at coordinating cross-functional teams across product, solutions, and data science to deliver measurable transformation outcomes
  • Proven ability to manage and influence executive stakeholders, including C-level decision makers
  • Deep understanding of the global pharmaceutical industry (particularly commercial functions) including its specific challenges, regulatory environment, and communication standards
  • Skilled at leading complex projects, aligning on KPIs, and driving adoption at scale
  • Analytics thinker with business acumen; you can link product value to business impact
  • Excellent communicator; incredibly curious and active listener
  • Proactive, self-motivated, and highly organized in a fast paced environment
  • A natural affinity to our values of Connect, Challenge, Own

Preferred Skills

  • Background in management consulting
  • Experience driving AI or technology transformation in global pharma
  • Experience supporting or leading large scale rollouts or change management programs
  • Strong storytelling and presentation skills for executive audiences

Benefits & perks (UK full-time employees):

  • Generous PTO, plus company holidays
  • Comprehensive medical and dental insurance
  • Paid parental leave for all parents (12 weeks)
  • Fertility and family planning support
  • Early-detection cancer testing through Galleri
  • Competitive pension scheme and company contribution

  • Annual work-life stipends for:

  • Home office setup, cell phone, internet

  • Wellness stipend for gym, massage/chiropractor, personal training, etc.

  • Learning and development stipend

  • Company-wide off-sites and team off-sites

  • Competitive compensation and company stock options

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