Customer Success Manager

Established in 2004, BioPhorum is a business-to-business membership organisation that fosters collaboration among life science companies and executives to accelerate sector progress. The company operates on a subscription model, offering 12 targeted Phorums across areas such as Drug Substance, Drug Development, Fill Finish, Technology Strategy, Supply Chain Resilience, IT, Data and Digital, Advanced Therapy Medicinal Products, Quality, Regulatory, and Sustainability. BioPhorum's facilitators lead over ninety initiatives involving more than 7,000 subject matter experts.

BioPhorum has built a diverse client base of over 150 organisations, including 18 of the 20 largest global (bio)pharmacos, and relationships with other life science organisations, including service providers like CDMOs and academia.

Recently, BioPhorum launched its first data product, completed an acquisition, and is planning further growth in core and adjacent markets. To support this expansion, the company seeks a Customer Success Manager to enhance proactive member and customer engagement, ensuring clients recognize ongoing value from their membership.

The Role

Overview

The Customer Success Manager will focus on driving member retention and satisfaction, managing renewals, and ensuring seamless, value-driven engagement throughout the customer lifecycle. The role involves acting as a primary contact for stakeholders, including budget holders and Procurement, maintaining data accuracy, and facilitating communication around engagement and value realization. The candidate will lead onboarding for multiPhorum members, support Key Account Managers with reporting and client development, and promote cross-functional collaboration to improve client experience. Proven success in customer success, exceptional communication, and relationship-building skills are essential.

Main Responsibilities

• Manage BioPhorum's renewals process to ensure timely member/customer retention and renewals.
• Serve as the main contact for clients, especially budget holders and Procurement, maintaining strong communication and escalating strategic issues as needed.
• Maintain data integrity in sales systems and Dynamics.
• Conduct engagement calls and sessions, demonstrating value and integrating new products and services.
• Lead retention and satisfaction improvement initiatives, collaborating across teams.
• Oversee onboarding processes to ensure a consistent experience, capturing member and customer priorities.
• Support Key Account Managers with client reports, site recruitment, and cross-selling opportunities.
• Prepare client reports and support internal KPI tracking.
• Coordinate information flow across teams to ensure a consistent, transparent customer experience.
• Collaborate on client value plans and highlight value stories to demonstrate BioPhorum's impact.

Knowledge, Skills & Abilities

• Proven success in customer success and process management roles.
• Experience managing onboarding, engagement, retention, and renewals.
• Background in pharmaceutical, biotech, life sciences, or healthcare industries.
• Ability to anticipate long-term implications of issues and implement mitigations.
• Excellent communication skills, adaptable to different audiences.
• Strong influencing and networking skills, with a collaborative approach.
• Highly commercial mindset, experienced in retention strategies and churn mitigation.

Location

This is a home-based role with travel for events. While based in the UK, international travel may be required occasionally.