Customer Success Manager - Europe

About The CompanyBiorce is a pioneering Healthtech company dedicated to revolutionizing drug development through the power of AI. We are passionate about accelerating medical advancements and improving patient outcomes.Our team comprises seasoned clinical research professionals, data scientists, and AI experts, working collaboratively to bridge the gap between cutting-edge technology and real-world clinical needs.With an unwavering commitment to revolutionize healthcare, we envision a world where all patients benefit from accelerated and cost-effective access to treatments. Biorce is poised to redefine the landscape of healthcare, shaping a future where innovation and accessibility converge for the betterment of humanity.About The RoleThe Customer Success Manager will own the end-to-end post-sale relationship with assigned clients. You will:Lead onboarding and training for new Aika customersAct as the primary point of contact for day-to-day questions and supportSpend time on-site with key clients to drive adoption and ensure KPIs are met and overachievedPartner closely with Sales and the CCO to ensure clients are supported throughout the subscription lifecycle, and that value is clearly demonstrated and communicatedThis role is ideal for someone who understands clinical development or CRO operations, loves working directly with users, and is excited to help teams adopt AI in a pragmatic, hands-on way.Key ResponsibilitiesClient Onboarding & ImplementationOwn the onboarding journey for new clients from contract signature through to go-liveRun kick-off meetings, discovery sessions and success planning with client stakeholdersConfigure workspaces, user access and initial workflows in Aika based on client needsDefine and agree on adoption KPIs and success metrics with clients (e.g., time-to-first-draft, number of documents generated, active users, frequency of use)Training & EnablementDeliver live training sessions (remote and on-site) for clinical, medical, regulatory and operations teamsDevelop training assets (playbooks, quick-start guides, tutorial videos, FAQs) tailored to different user personasContinuously coach users on best practices and new features so Aika becomes embedded in their day-to-day workAdoption, Usage & KPI OwnershipMonitor client usage, adoption and engagement data; proactively intervene where usage drops or plateausRun regular check-ins and business reviews to review KPIs, gather feedback and identify opportunities to improve valueWork on-site with selected clients during critical phases (e.g., first protocol build, major regulatory document) to ensure targets are met and overachievedEscalate and coordinate internal resources (Product, Tech, Clinical Solutions) to remove blockers quicklyRelationship Management & Commercial SupportBe the first point of contact for operational and product-related questions during the subscription periodBuild strong relationships with power users, champions and decision-makers on the client sideCollaborate closely with Sales and the CCO on renewal and expansion strategies, providing usage insights, case studies and quantified valueCapture client feedback and systematically feed it into Product and Clinical Solutions to influence the roadmapInternal Collaboration & Process BuildingHelp design and continuously improve Biorce’s customer success and onboarding playbooksContribute to internal knowledge bases, templates, and standard operating proceduresShare learnings from clients with the broader team to align product, commercial strategy and implementation practicesRequirements4+ years’ experience in Customer Success, Implementation, Clinical Operations, or similar client-facing rolesExperience working with pharma, biotech, CROs, or healthcare/clinical tech solutionsStrong understanding of clinical trial documents and processes (e.g., protocols, ICFs, IBs, SAPs, DMPs) is a strong plusComfortable engaging with both senior stakeholders and day-to-day usersExcellent communication and presentation skills in English (spoken and written); additional European languages are a plusData-driven mindset: able to interpret usage metrics and translate them into action plansWillingness to travel regularly to client sites in Europe (and occasionally beyond)Self-starter who enjoys building processes in a fast-growing startup environmentWhat We OfferOpportunity to shape how leading pharma, biotech and CROs adopt AI in clinical trialsClose collaboration with the CCO and Commercial team, with real influence on how we scaleHigh ownership and visibility across the company, working alongside top talent united by a shared purpose and committed to making a real impact.Comprehensive private health coverage to ensure your physical and mental well-being.Company-sponsored gym membership to support your fitness goals.Hybrid work model offering flexibility to balance your professional and personal life.Coffee, tea, beverages, and snacks to keep you fueled throughout the day.Company events to celebrate achievements and enjoy time together.Get equipped with a MacBook to enhance your productivity and work experience.Join us and lead the future of design in biotech!