Senior Customer Success Manager

About the role

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. At the heart of this system is Owkin K, an AI copilot and its new LLM fine-tuned on biology called Owkin Zero, used by researchers, clinicians, and drug developers to better understand biology, validate scientific hypotheses, and deliver better diagnostics and therapies faster. Position is based in our Paris offices or remotely in France, UK or Germany. Please submit your CV in English As a Customer Success Manager (CSM), you will be the primary strategic partner for our external clients (pharmaceutical and biotechnology companies, academic institutions, etc.). You will manage the lifecycle of our flagship product K Pro with one or more customers, ensuring they achieve measurable scientific and business impact. In addition to being a relationship manager; you are a "Scientific Orchestrator" who bridges the gap between complex AI capabilities and real-world drug research & development workflows. The Senior Customer Success is a key architect in the success of our most strategic client engagements, reporting to the Director of Customer Success and Project Management. You'll work directly with the OWKIN Research & Technology teams and Medical and Biology Experts on the delivery and value proposition of our product. In particular, you will deliver: 1. Strategic Account & Value Management Strategic Account Ownership: Own a portfolio of high-value or enterprise Biopharma accounts. Build deep, trusted relationships with key stakeholders, including senior executives. Drive Value Realization & Planning: Act as a strategic advisor, ensuring clients realize the full ROI of K Pro. Develop comprehensive account and success plans aligned with customer business goals, demonstrating and tracking ROI and use cases unlocked by the platform. Executive Communication: Run Quarterly Business Reviews (QBRs) and strategic check-ins with client senior stakeholders and executives. Translate K Pro's value and performance metrics into tangible business impact and strategic recommendations. Operational Delivery: Lead the delivery and integration of the platform within client environments, and potential delivery of custom additional services, tailoring "AI Skills" and orchestration layers to specific therapeutic areas (e.g., Oncology, Immunology). 2. Customer Retention, Growth & Health Manage Renewals & Retention: Own the commercial health of your accounts, driving high Net Revenue Retention (NRR) and successful contract renewals. Identify Expansion & Growth: Partner with the Sales team to identify and execute upsell/cross-sell opportunities, including bespoke agentic AI customizations, and scope high-impact use cases during early engagement phases. Proactive Health Monitoring: Track platform adoption, Customer Health Scores, and usage metrics (including CLV) to proactively identify and intervene when risks or expansion opportunities appear. Lead Escalation Management, acting as the ultimate point of contact to handle complex, high-risk situations, navigate conflict, and drive effective resolution. 3. Onboarding & Adoption Leadership Onboarding & Enablement: Lead the successful onboarding for complex customers and users on the K Pro platform. Drive product adoption and usage maturity, ensuring user adherence and collaborating with them to identify high-value use cases. Guide Measurable Outcomes: Guide customers toward achieving measurable business outcomes (ROI, KPIs). Orchestrate Trials: Orchestrate product trials with internal and external stakeholders and translate insights gained into refining product and delivery. 4. Scientific & Product Advocacy (Voice of Customer) Product Feedback Loop: Conduct regular workshops and collect/synthesize customer feedback (Voice of Customer) to identify feature gaps. Translate these into actionable feedback for Product and Engineering teams, influencing the product roadmap. Use-Case Development: Collaborate with clients to define, document, and champion high-value use cases for both customer engagement and internal knowledge sharing. Customer Advocacy: Turn satisfied customers into powerful case studies, references, or champions. Support Go-to-Market: Support pre-sales discussions, organize trial periods/pilots, and demos with potential customers. 5. Cross-Functional Collaboration & Leadership Internal Advocacy: Work closely with Sales (for expansions), Product (for feedback and roadmap influence), and Support/Engineering (for issue resolution). Act as the internal advocate for customer needs. Mentorship & Best Practices: Mentor junior CSMs and help define processes, playbooks, and best practices across the Customer Success team. Lead cross-CS projects or initiatives as needed. Data-Driven Action: Leverage data and performanc

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