Customer Success Manager | Rapid Growth Biotech / AI Start-Up | Series A

Harmonic are proud to be working with a rapidly growing Series A AI start up (B2B SaaS) that are looking for a Customer Success Manager to help them with their continued expansion across the globe.

This impressive start-up closed out a Series A funding round of $25m, involving a host of the world's top VC funds, at the end of last year and have scaled from just 30 to 90 team members in the past year. Their revenue growth is equally as impressive growing from $3m in 2021 to $12m this year and forecasted to hit $100m by 2025.

They have developed the innovative technology to streamline complex data processes and provide best-in-class analytics for the biotech and pharmaceutical industries. You will be joining an exceptionally bright team that are renowned for a collaborative ethos towards training and development.

Our client also prioritizes employee well-being and encourages employees to have a flexible working environment with a range of market-beating benefits.

The Role

As the Customer Success Manager you will play an integral part in driving value to customers as our client looks to scale their product portfolio. You will report directly into the Director of Customer Success and work extremely closely with the VP of Sales to build strategic partnerships across accounts and improve customer engagement.

Responsibilities:

• Define customer life cycles, road maps and success plans
• Being a trusted partner to strategic accounts to drive value and successful business outcomes
• Pull and analyse usage reports to try and anticipate churn
• Manage annual subscriptions and negate the likelihood of churn
• Develop an in depth knowledge of the product and it's capabilities that will allow you to offer exceptional service and advice to customers
• Cross-selling products and looking for opportunities to grow the account
• Create business reviews, customer engagement surveys and reference programs
• Work cross-functionally and in tandem with Sales, Product & Marketing teams to create best-in-class customer experience

What you need:

• Bachelor's degree or similar
• Track record of driving value in a fast-growth business
• Experience working in the biotech / life sciences with good exposure to the R&D teams
• Experience with user metrics
• Excellent communication skills

What we'd like to see (bonus):

• SaaS experience
• Previous experience with Pharma and Bio clients

Salary: £70,000 - £90,000 + Bonus

Notable benefits include but not limited to:

• Private healthcare
• 26 days annual leave minimum
• Annual global offsite
• Very flexible working
• Individual training budget

Please feel free to circulate this with any friends or contacts that may be interested.

Follow us on Twitter: @HarmonicGroupHQ