Engagement Manager, EU

Description

As an Engagement Manager within our Customer Success team, you’ll ensure that Cradle’s largest customers achieve success across their entire protein R&D portfolio. While your Scientific Advisor peers drive success at the project level, you will own success at the portfolio level — building deep relationships with senior stakeholders, aligning on portfolio success metrics, and ensuring our software and services deliver measurable value across departments and programs.

You’ll serve as a trusted partner to senior leaders in global biopharma and industrial biotech companies, guiding strategic planning, adoption, and expansion of Cradle’s platform. Working closely with Scientific Advisors, Account Executives, and Product teams, you’ll translate Cradle’s scientific impact into business outcomes and long-term partnerships.

Responsibilities

Strategic Account Leadership

• Oversee post-sale success across global biotech and pharma customers, from initial onboarding to long-term, broad adoption.
• Define and track portfolio-level success metrics and ROI, presenting progress to senior customer stakeholders.
• Establish and lead steering committees to align stakeholders and ensure Cradle delivers measurable impact.
• Understand customer budget cycles, licensing models, and R&D roadmaps to identify timely opportunities for growth and renewals.
• Partner with Account Executives to expand Cradle’s footprint across new business units and therapeutic areas.

Program and Relationship Management

• Coordinate with Scientific Advisors to ensure smooth project initiation, resource allocation, and execution within licensed project slots.
• Manage multi-workstream engagements, ensuring alignment across Science, Product, and ML teams.
• Inspire and lead your cross-functional Cradle team to deliver seven star customer experiences.
• Act as the primary escalation and coordination point for enterprise accounts.

Customer Experience and Voice of Customer

• Solicit, capture and communicate customer feedback, driving improvements in Cradle’s product and service delivery.
• Partner with Product and Machine Learning Research teams to align customer strategic priorities and Cradle’s roadmap.
• Design and co-create training and education initiatives that empower scientists to succeed on the Cradle Platform.
• You will advocate for Cradle’s customers internally without losing sight of the delivery efficiency and interests of the Cradle team.

Qualifications

Must-haves

• Deep understanding of biopharma R&D workflows and the ability to confidently engage with executive stakeholders as well as experimental and computational scientists.
• 5–7+ years in enterprise client-facing roles (program management, consulting, or customer success) ideally in Life Sciences.
• Proven ability to lead complex, multi-stakeholder programs and drive measurable ROI.
• Strong relationship-building, executive presence, crisp communication, and excellent organizational skills.
• Comfortable presenting scientific and business insights to internal and external cross-functional audiences.
• MSc or advanced degree in Molecular Biology, Biotechnology, Bioengineering, or a related field, or equivalent professional experience.
• Willingness to travel to- and work from customer sites (20% of the time).

Nice-to-haves

• Experience managing enterprise SaaS deployments.
• Familiarity with services commercials (SOWs, budgeting, resourcing, and change orders).
• Experience with machine learning applications in life sciences or biotech.