Customer Success Manager

Established in 2004, BioPhorum is a business-to-business membership organisation that provides a collaborative environment for life science companies and executives to accelerate sector progress. The company operates on a subscription model and has created 12 targeted "Phorums" covering 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, as well as other life science organisations 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 growth, the company is hiring a Customer Success Manager to enhance member engagement and demonstrate ongoing value of membership.

The Role

Overview

The Customer Success Manager will focus on driving member retention and satisfaction, managing renewals, and ensuring value-driven engagement throughout the customer lifecycle. Acting as the primary contact for stakeholders-including budget holders and Procurement-the role involves timely renewals, data management, and communication. The ideal candidate will have proven success in customer success, excellent communication skills, and the ability to build lasting relationships to achieve high-impact outcomes.

Main Responsibilities

1. Manage BioPhorum's renewals process to ensure on-time member/customer retention in line with contractual terms.
2. Serve as the key contact for clients, maintaining strong communication with Key Accounts and Phorum Engagement Managers, escalating strategic issues when necessary.
3. Maintain data integrity in sales systems and Dynamics.
4. Conduct engagement calls and sessions, demonstrating value and integrating new products/services into client interactions.
5. Lead client retention and satisfaction initiatives, collaborating across teams for tangible improvements.
6. Oversee onboarding processes to ensure a smooth experience, capturing member and customer priorities.
7. Support Key Account Managers with reports, client recruitment, and identifying cross-selling opportunities.
8. Prepare client reports and support internal KPI and reporting processes.
9. Coordinate information flow across teams to ensure consistent engagement and early issue identification.
10. Contribute to client value plans and ensure delivery of value aligned with member and customer priorities.

Knowledge, Skills & Abilities

• Proven success in customer success and process management roles.
• Experience managing onboarding, engagement, retention, and renewals.
• Industry experience in pharmaceutical, biotech, life sciences, or healthcare sectors.
• Strategic thinking regarding long-term issues and mitigation.
• Excellent communication and influencing skills across organizational levels.
• Strong networking and collaboration skills.
• Commercial acumen with experience in retention and churn mitigation strategies.

Location

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