Customer Success Manager

Beacon is a competitive intelligence database that helps drug developers make better, faster decisions. We provide in-depth, high-quality, and timely information that enables our clients to identify and understand drug and trial activity within their field. Our platform is widely used across the life sciences industry to support research, strategy, and decision-making. The Beacon Customer Success team works closely with our Sales, Product, Research and Marketing teams to deliver in depth scientific understanding of our data and platform, thorough understanding of customer use cases and market-leading experiences for our customers throughout their relationship with Beacon. The team focuses on ensuring our customers maximise the value from our Beacon data and provide our customers with exceptional customer service.

Essential Duties and Responsibilities:

As a Customer Success Manager, you will be the primary point of contact for your customers, ensuring they gain maximum value from Beacon and have an exceptional experience throughout their partnership with us. You’ll build strong relationships, understand customer scientific and business objectives, and work cross-functionally to support customer outcomes and drive account growth.

Goals :

• Retain and grow customer accounts.
• Build and maintain strong, strategic relationships with key stakeholders across account portfolio.
• Proactively identify and address any issues or challenges faced by large accounts, working closely with internal teams to find solutions.
• Increase satisfaction, adoption, and engagement with the Beacon platform.
• Advocate for customer needs internally and support continuous improvement.
• Contribute to revenue growth through expansion opportunities.

Knowledge skills and abilities:

• 1+ years’ experience in Customer Success, ideally in B2B SaaS.
• Scientific background and experience in the life sciences industry.
• Strong communication, presentation, and relationship-building skills.
• Analytical mindset with the ability to interpret data and identify insights.
• Organised, proactive, and comfortable working cross-functionally.
• Problem-Solving: Basic troubleshooting skills and a willingness to learn how to resolve customer issues
• Ability to work effectively in a team environment, supporting CSMs, SLAs and cross-functional teams
• Desirable: Experience using Beacon or similar scientific intelligence tools.

What We Offer:

• Hybrid working arrangements, 2 days in our London office.
• Opportunity to shape data products that influence global life sciences research.
• Professional development, training support and clear progression pathways.
• Collaborative, innovative, and data-driven working culture.
• Comprehensive benefits including pension, health cover, and more.