Engagement Manager

📋 Description

• • Own the post-sale success of Cradle’s largest global biotech and pharma customers, guiding them from onboarding through broad, multi-year adoption of our AI-guided protein design platform.
• • Build and nurture C-suite and VP-level relationships, translating scientific wins into measurable business value and multi-million-dollar renewals.
• • Define portfolio-level success metrics (time-to-lead, cost-per-variant, program acceleration) and present quarterly business reviews that demonstrate clear ROI to senior stakeholders.
• • Establish and chair customer steering committees that align R&D, IT, procurement, and finance teams around shared goals, timelines, and expansion roadmaps.
• • Map customer budget cycles, licensing models, and therapeutic-area roadmaps to identify upsell and cross-sell opportunities 6–12 months ahead of renewal dates.
• • Coordinate with Scientific Advisors to allocate licensed project slots, balance resource demands, and ensure every experiment launched on Cradle meets or exceeds success criteria.
• • Orchestrate multi-workstream engagements across Science, Product, and Machine Learning teams, removing blockers and maintaining seven-star customer experience.
• • Act as the single point of escalation for enterprise accounts, owning issue resolution and ensuring contractual obligations are met or exceeded.
• • Capture the “voice of customer” through interviews, NPS surveys, and steering-committee feedback, then champion product enhancements that unlock new scientific workflows.
• • Partner with Product and ML Research to co-design roadmap features that solve high-value customer pain points, from multi-property optimization to in-silico developability filters.
• • Design and deliver bespoke training curricula—workshops, office hours, certification tracks—that empower bench scientists and bioinformaticians to become power users.
• • Travel up to 20 % to customer sites in North America and Europe, running on-site kick-offs, quarterly business reviews, and executive workshops.
• • Collaborate with Account Executives on renewal and expansion proposals, providing data-driven narratives that secure multi-year commitments.
• • Maintain a real-time dashboard of portfolio health, flagging at-risk accounts early and prescribing corrective action plans that protect net-revenue retention.
• • Contribute to Cradle’s customer-success playbooks, sharing battle-tested frameworks that scale across the CS organization as we double our customer base.
• • Champion a culture of scientific excellence and customer empathy, ensuring every interaction reflects Cradle’s mission to accelerate protein design for human and planetary health.