About us
Owkin is an AI company on a mission to solve the complexity of biology. It is building the first Biology Super Intelligence (BASI) by combining powerful biological large language models, multimodal patient data, and agentic software.
About the role:
As a Customer Success Manager (CSM), you will be the primary strategic partner for our external clients, including pharmaceutical and biotechnology companies and academic institutions. You will manage the lifecycle of our flagship product, K Pro, ensuring clients achieve measurable scientific and business impact. Beyond relationship management, you will serve as a 'Scientific Orchestrator' bridging complex AI capabilities with real-world drug research and development workflows.
1. Strategic Account & Value Management
- Strategic Account Ownership: Own a portfolio of high-value or enterprise Biopharma accounts and build trusted relationships with senior stakeholders.
- Drive Value Realization & Planning: Develop comprehensive success plans, track ROI, and demonstrate use cases unlocked by the platform.
- Executive Communication: Lead Quarterly Business Reviews (QBRs) and translate technical performance into business impact.
- Operational Delivery: Lead platform integration and deliver custom services tailored to specific therapeutic areas like Oncology or Immunology.
2. Customer Retention, Growth & Health
- Manage Renewals & Retention: Own the commercial health of your accounts to drive high Net Revenue Retention (NRR).
- Identify Expansion & Growth: Partner with Sales to execute upsell/cross-sell opportunities and bespoke agentic AI customizations.
- Proactive Health Monitoring: Track adoption metrics and Customer Health Scores to intervene early against risks.
- Lead Escalation Management: Act as the primary point of contact for complex, high-risk situations.
3. Onboarding & Adoption Leadership
- Onboarding & Enablement: Drive successful onboarding and platform usage maturity.
- Guide Measurable Outcomes: Lead customers toward specific ROI and KPI milestones.
- Orchestrate Trials: Manage product trials and translate insights into product improvements.
4. Scientific & Product Advocacy
- Product Feedback Loop: Synthesize customer feedback to influence the product roadmap.
- Use-Case Development: Document high-value use cases and turn satisfied clients into advocates.
- Support Go-to-Market: Assist in pre-sales discussions, demos, and pilots.
5. Cross-Functional Collaboration & Leadership
- Internal Advocacy: Coordinate with Sales, Product, and Engineering teams to meet customer needs.
- Mentorship & Best Practices: Mentor junior CSMs and define team playbooks.
- Data-Driven Action: Use performance tracking to prioritize strategic decisions.
What we offer
- Flexible work organization.
- Friendly and informal working environment.
- Opportunity to work with an international team with high technical and scientific backgrounds.