Customer Success Manager

Location: UK, remote, with regular overlap with US East Coast hours. Travel to customer sites in the US and Europe, to international conferences, and occasionally to London and Manchester.

About the Role

You'll own a portfolio of mostly US accounts using Biorelate's Galactic AI platform, from large pharma companies to smaller biotech teams. Your job is to make sure their researchers get measurable scientific value from Galactic Data, Web, API, MCP and Co-Scientist, and to build the evidence for renewal and expansion.

This is a hands-on role between science and technology. You'll run workshops and QBRs, and you'll also set up API access, build and test prompts and workflows, and own support for your accounts.

What We Do

Research and Development in the pharmaceutical industry is time-consuming, expensive, and often overlooks valuable data insights. We’re changing that with AI-powered data science solutions that uncover hidden insights to support more efficient and informed drug discovery. Using AI and Natural Language Processing (NLP), our technology extracts and structures data from millions of scientific documents, identifying causal biological relationships and organising them into knowledge graphs. This advanced data science empowers bioinformaticians and biologists with a deeper understanding of the connections between diseases, proteins, and drugs.

Our team consists of biomedical and data science experts with real-world lab and pharmaceutical experience. These specialists ensure that our solutions are scientifically grounded, delivering accurate, reliable data to our customers.

The Company

Biorelate is a venture backed Series A startup (supported by established Tech investors). If you’re eager to collaborate with exceptional scientists, software engineers, and subject matter experts from various fields in a supportive, ego-free environment, Biorelate is the place for you.

Key Responsibilities

What You'll Do

Adoption and Value

• Own each account from kickoff and onboarding through to measurable scientific outcomes, with an adoption plan for each team and use case.
• Run use case workshops that turn research problems (target identification, safety assessment, competitive intelligence, literature synthesis) into prioritised use cases.
• Grow active and chargeable users by developing champions, reaching new teams, and getting researchers to their first real result quickly.

Renewals and Account Health

• Own renewals and gross revenue retention (GRR), starting renewal planning at least 120 days before each renewal date.
• Run QBRs and regular check-ins, and keep account plans and health scores current using usage data.
• Spot declining usage early and lead the recovery plan when an account is at risk.

Technical Enablement and Support

• Set up and troubleshoot API, MCP and Web deployments, and build prompts and example workflows around customers' own research questions.
• Check the quality of outputs, and escalate issues to Engineering with clear reproduction details.
• Answer security and governance questions, and route non-standard work to Forward Deployed Engineering.

Working Across Biorelate

• Partner with the Account Manager, who owns contracting and expansion deals, by supplying adoption data, ROI evidence and expansion signals.
• Feed customer feedback to Product, and help roll out betas, launches and training materials.
• Support technical pre-sales conversations and represent Biorelate at conferences.

Skills, Knowledge and Expertise

What You'll Bring

• A PhD in biological or life sciences, or a related field.
• Experience in a client-facing, post-sale role with pharma, biotech or life sciences customers, ideally in SaaS or data.
• Familiarity with at least one of: target identification and validation, pharmacovigilance and drug safety, competitive intelligence, or literature synthesis.
• Comfort working hands-on with APIs, LLM tools and prompt design, and the judgement to tell whether an AI-generated scientific answer holds up.
• Confidence running workshops and training sessions with scientists and department leads.
• A track record of moving usage numbers through structured plans, not only managing relationships.

Nice to Have

• Experience owning renewals or GRR targets with enterprise customers.
• Experience running QBRs with senior stakeholders.
• Scripting experience, for example in Python.

How You'll Work

• You own the plan for your accounts and drive it. Tasks aren't handed down.
• You're curious about drug discovery, and happy to switch between customer meetings and focused technical work in the same day.
• You're comfortable in a growth-stage company where processes are still being built, and keen to help build them.

Benefits

This is a rare opportunity to join Biorelate at an inflection point in our growth - and to genuinely shape how the company is seen and heard in the market. You'll work in a supportive team but you will have real autonomy to make this new role your own.

We offer competitive salaries, enhanced family leave, sick leave and significant opportunities for professional development. You’ll work alongside some of the brightest individuals, contributing to meaningful work that has a direct impact on global healthcare.

In addition, you can expect:

• Genuine Flexibility: We are a fully remote business with colleagues across the globe: manage your schedule, save time and money on commuting, and do your best work from the comfort of your home.
• Cutting-Edge Technology: You’ll work with the latest software tools and technologies; we’ll push you to genuinely be innovative and find new ways to solve the newest challenges.