Customer Success Manager

We are partnering with a leading global organisation in the life sciences technology space to hire a Customer Success Manager focused on Clinical Operations solutions.

In this role, you will be responsible for ensuring customers achieve maximum value from a suite of clinical applications, acting as a trusted advisor to key stakeholders across global pharmaceutical and CRO organisations. You’ll play a central role in building long-term relationships, driving adoption, and identifying opportunities to further support customer success.

This position is highly collaborative, working cross-functionally with teams across Product, Sales, Strategy, and Services to deliver a seamless and impactful customer experience.

Key Responsibilities

• Manage a portfolio of large, global life sciences customers following implementation of clinical software solutions
• Act as the primary point of contact for customer stakeholders, including application owners and senior decision-makers
• Build strong, trusted relationships and develop a deep understanding of customer objectives and challenges
• Lead regular customer engagements to demonstrate value, track success, and identify opportunities for further impact
• Provide strategic guidance on optimising the use of clinical applications and aligning them to business goals
• Collaborate internally with cross-functional teams to address customer needs and drive continuous improvement
• Facilitate knowledge sharing and collaboration between customers and internal teams

About You

• 7+ years of experience within Clinical Operations in the life sciences industry
• Background working with global pharmaceutical companies or CROs
• Experience in a customer-facing or consulting role, managing senior stakeholder relationships
• Strong communication skills with the ability to engage and influence decision-makers
• Proven ability to manage complex accounts and drive long-term customer value
• Comfortable working in a fast-paced, cross-functional environment
• Willingness to travel (up to ~25%) as required

Nice to Have

• Experience within SaaS, cloud, or software environments, particularly in Clinical Operations
• Familiarity with clinical systems such as eTMF, CTMS, or Study Start-Up platforms
• Experience working with enterprise-level clinical software solutions

What’s on Offer

• Competitive salary and benefits package
• Flexible holiday allowance and company-supported time off
• Retirement and financial wellbeing support
• Health and wellness benefits, including fitness-related reimbursements
• Opportunities to contribute to charitable initiatives
• Access to ongoing professional development and career growth opportunities