Customer Success Manager

August 29

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BioPhorum

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Biotechnology • Pharmaceuticals

BioPhorum is a collaborative organization that enables the global biopharmaceutical industry to connect, collaborate, and accelerate progress for the benefit of all. It brings together therapy developers, contract manufacturing and testing organizations to address challenges and share solutions in the biopharmaceutical industry, particularly in areas such as advanced therapy medicinal products, drug delivery, drug substance manufacturing, fill finish operations, and digital transformation. BioPhorum acts as an industry voice to facilitate regulatory convergence, enhance supply chain resilience, and support sustainability efforts through multi-disciplinary collaboration and innovative technology strategies.

51 - 200 employees

Founded 2008

🧬 Biotechnology

💊 Pharmaceuticals

💰 Private Equity Round on 2008-05

📋 Description

• The Role Overview: 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