ADVANCE®AI

Customer Success Manager - UK

United Kingdom

Permanent Employee (FTE)

ADVANCE®AI is an exciting new technology-based SaaS company in the pharmaceutical service sector. Our core service has been developed in collaboration with IBM, the original innovators in Artificial Intelligence (AI) and still one of the world’s leaders in continually developing this technology
We now have an exciting opportunity to join a rapid growth company that is significantly changing the way pharmaceutical companies collect and analyse field insights, quantifying and benchmarking field execution quality in real time.
ADVANCE®AI provides pharma leaders everyday visibility of the quality of the conversations taking place between their field-based teams and Health Care Professionals (HCPs). The SaaS platform displays KPI dashboards updated daily in real-time. Data is collected using AI, rather than humans, to observe and record the conversations. The analysis provides invaluable insights on campaign execution, selling skills deployment and call outcome

SUMMARY / PURPOSE OF THE ROLE

The Customer Success Manager (CSM) is responsible for the successful delivery, adoption, and ongoing development of assigned ADVANCE^®AI programs. Acting as the primary day-to-day contact for clients, the CSM builds strong strategic relationships with stakeholders across Commercial, Medical, and Operational functions to ensure customers achieve measurable value from ADVANCE^®AI solutions.

Working closely with the VP Customer Success and cross-functional internal teams, the CSM coordinates customer onboarding, program rollout, training, engagement, and ongoing support activities to ensure successful execution against agreed objectives, timelines, and success metrics. The role requires proactive management of customer needs, identification of potential risks and opportunities, and continuous alignment between customer expectations and ADVANCE^®AI capabilities.

The CSM also plays a key role in driving customer satisfaction, retention, and growth by supporting renewals, identifying expansion opportunities, facilitating strategic business reviews, and translating customer feedback into actionable recommendations for product and service evolution. This position requires a highly motivated, consultative, and customer-focused individual who thrives in a fast-paced, high-growth SaaS environment.

KEY ACCOUNTABILITIES

Customer Program Management

· Manage the day-to-day operational delivery of assigned customer programs, ensuring projects are executed according to agreed timelines and objectives.

· Coordinate and support customer onboarding, program rollout, and end-user training to ensure successful implementation and adoption.

· Deliver ongoing customer support, training sessions, workshops, and best-practice guidance to maximise platform adoption and program success.

· Monitor customer engagement, platform usage, and program performance to identify risks, improvement areas, and adoption opportunities.

· Support the development of customer advocacy initiatives including testimonials, success stories, referral opportunities, and reward or recognition programs.

· Translate AI-generated analysis and customer data into actionable insights and strategic recommendations for customers.

· Maintain a high level of operational discipline by ensuring all internal and external project documentation, trackers, meeting notes, timelines, and customer records are accurate and up to date.

· Ensure a high standard of responsiveness, organisation, and customer service across all assigned accounts.

Cross-Functional Collaboration

· Collaborate cross-functionally with Operations, Product, Technology, Analytics, and Customer Success leadership to resolve issues and support customer needs.

· Collect and communicate customer feedback to support continuous product, service, and process improvements.

Renewal & Growth Support

· Support renewal discussions by tracking program outcomes, customer satisfaction, and delivered value.

· Identify opportunities for account growth and communicate potential expansion opportunities to Business Development and Customer Success leadership.

KNOWLEDGE, ABILITIES, AND EXPERIENCE

Education & Background

· Bachelor's degree in Business, Marketing, Life Sciences, Healthcare, or a related field preferred.

· Previous experience in Customer Success, Account Management, Project Management, client services, or other customer-facing roles is beneficial but not essential.

· Experience or knowledge within the pharmaceutical, biotech, healthcare, or SaaS industry would be a strong advantage.

Communication & Relationship Building

· Strong communication and interpersonal skills with the ability to build positive relationships with customers and internal teams.

· Confidence in preparing and delivering presentations, training sessions, or customer meetings.

· Excellent written and verbal communication skills in English and in the local language(s) of the market in which the Customer Success Manager will operate.

Organisation & Ways of Working

· Organised and detail-oriented with the ability to manage multiple tasks and priorities simultaneously.

· Comfortable working in a fast-paced and evolving environment.

· Proactive, self-motivated, and solution-oriented mindset.

· Ability to work collaboratively across different teams and functions.

Analytical & Technical Skills

· Analytical mindset with an interest in understanding customer data, trends, and insights.

· Good Microsoft Office skills, particularly PowerPoint, Excel, and Word.

· Experience with CRM, project management, or customer success tools is advantageous but not required.

Additional Requirements

Willingness to travel as required.

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