Head of Customer Success

Established in 2004, BioPhorum is a business-to-business membership organisation that has created an unparalleled environment for life science companies and executives, to collaborate and accelerate progress across the sector. The company uses a subscription model and has created 12 highly targeted “Phorums” (forums) with tailored content across multiple areas including Drug Substance, Drug Development, Fill Finish, Technology Strategy, Supply Chain Resilience, IT, Data and Digital, Advanced Therapy Medicinal Products, Quality, Regulatory, and Sustainability. BioPhorum’s expert facilitators currently lead more than ninety initiatives involving over 7,000 subject matter experts.

BioPhorum has built a diverse and extensive client base of over 150 organisations, including 18 of the 20 largest global (bio)pharmacos. Beyond pharma, BioPhorum has also built relationships with other types of life science organisations, including those that provide services across the outsourced value chain (e.g., CDMOs), and academia.

Over the last year, BioPhorum has established an exciting growth strategy, launched its first data product and completed an acquisition. Further growth opportunities are being planned in both the core Phorum business as well as adjacent markets. Against this backdrop, BioPhorum is looking to hire a Head of Customer Success to establish and lead the function.

The Role

Overview

The Head of Customer Success will be responsible for establishing and leading a highperforming Customer Success function that drives member retention, supports renewals, and enhances customer satisfaction. This strategic role will define and implement best-inclass processes for onboarding, engagement, and churn mitigation, while driving a consistent and impactful customer experience. Working cross-functionally with Commercial, Phorum, and Business Intelligence teams, the Head of Customer Success will develop robust reporting frameworks, customer health metrics, and actionable insights to inform decision-making and improve commercial outcomes. The ideal candidate will bring proven leadership in customer success, deep commercial acumen, and strong communication and influencing skills—ideally within the pharmaceutical, biotechnology, life sciences or healthcare sectors. 

Main Responsibilities
• Establish the Customer Success Function to enable BioPhorum to drive member / customer retention, drive a strong renewals motion and support the Commercial team in driving outcomes across the customer base
• In collaboration with the broader Commercial and Phorum teams, define, implement and run the renewals processes ensuring the application of best practices and consistency of renewals across the member / customer base
• Develop and optimise the customer success playbook covering the operational processes, meeting cadences, conversational frameworks; creating a consistent ‘One BioPhorum’ approach to customer success

• Create the processes and frameworks that drive improvements in Customer Satisfaction scores — turning feedback and insights into actionable and tangible improvements
• In collaboration with the broader Commercial and Phorum teams, define the metrics to measure member / customer health and the ‘get well’ processes and churn mitigation plans
• Together with the Phorum and Commercial teams, develop and implement the communication and information flow framework that ensures a consistent flow of information and data between Key Accounts, Customer Success and Phorum teams (especially the Phorum Directors and Phorum Engagement Managers)
• Refine and further develop the communication cadence, including standardised reporting packs and metrics with our clients across BioPhorum to ensure a seamless and customer-centric experience 
• Own the member / customer onboarding process ensuring a consistent and positive experience new members / customers, optimised to support existing members / customers who may be adding new products or services to their account
• Manage, lead and develop the Customer Success team, establishing and building a high performing team that consistently delivers impactful outcomes while exemplifying BioPhorum’s values

• In collaboration with the Business Intelligence team, define and create the required reporting packs and dashboards, based on identified customer requirements, that enable strong decision making and tracking of key performance indicators
• Build and maintain accurate churn forecasting models to inform Finance and the CCO of potential revenue risks

Knowledge, Skills & Abilities
• Proven success in a Customer Success management role spanning both team and process management

• Demonstrable experience managing key customer lifecycle processes including onboarding, ongoing engagement and retention
• Demonstrated ability to lead inspire teams to higher performance, manage change within a transformational environment, and drive cross-functional initiatives
• Experience working across the pharmaceutical, biotechnology, life-sciences industries and/or healthcare industries
• Ability to think strategically, while remaining hands-on
• A very strong communicator, able to engage with people across multiple levels within an organisation, internally as well as with clients; can tailor and adapt their communication style while ensuring the core messages are conveyed
• A strong influencer, can present and communicate with gravitas
• An effective networker with a highly collaborative style who is able to build and sustain strong working relationships
• Enjoys working in collaborative environments — able to encourage and act on suggestions and feedback in a constructive manner
• Highly commercial — able to drive strong commercial outcomes especially as part of a renewals motion, has strong experience building retention / churn mitigation strategies that ensure customer stickiness
• Highly numerate and data driven, comfortable navigating data and systems, able to draw actionable insights from a variety of data sources. Proficient using CRM and sales operations solutions such as Dynamics, Hubspot, Sales Navigator

Location
This is a home-based role, with expected travel in order to participate in customer and organisational events. While BioPhorum is a UK based business, ad hoc international travel may be required.