Job Description

Customer Success Manager

Central Scotland

This role is a fixed-term contract lasting 6 months

At Aridhia, we power secure, collaborative research in healthcare, life sciences, and the public sector. Our Digital Research Environment (DRE) enables organizations to manage, share, and analyse sensitive biomedical and healthcare data in compliance with FAIR data principles and within secure research environments.

We work with global research institutions, hospitals, pharma companies, and academic consortia to accelerate data-driven innovation while maintaining strict governance and privacy controls.

We're now looking for a Customer Success Manager (CSM) to join our mission-driven team, helping customers make the most of the Aridhia DRE and driving impactful research collaboration.

As a CSM at Aridhia, you will act as the account lead and trusted advisor for assigned clients. You'll guide them through onboarding, solution adoption, and technical enablement, ensuring our platform is successfully embedded in their research and data workflows. Your work will span client relationship management, technical coordination, and strategic guidance.

What's in it to for you?

In addition to a competitive remuneration package with opportunities to share in our commercial success, we offer the following benefits:

- 35 days annual holiday entitlement, inclusive of three public holidays

- Compressed Working Hours

- Private healthcare for employees and their families

- Death in Service scheme

- Generous Company Pension scheme

- Cycle to Work scheme

- Enhanced maternity, paternity, and sick pay benefits

- Individually tailored induction and personal development plans

- Personal Training Budget

What you'll be doing...

- Serve as the

main point of contact

for clients, owning the relationship and ensuring a high-quality, consistent experience throughout their lifecycle.

- Lead the

technical onboarding

and integration process, helping customers securely ingest, manage, and analyse data within the Aridhia platform.

- Collaborate with client-side data scientists, analysts, and IT teams to understand use cases and recommend effective platform configurations and workflows.

- Support clients in leveraging tools within the DRE such as:

o Statistical analysis modules

o R Studio, R Shiny

o Jupyter Notebooks

o AI research assistant

o Databases (PostgreSQL, SQL, etc)

- Provide guidance on platform capabilities around:

o Governance and access controls

o Data management

o Analysis and research flows

o Platform administration

o Customisation and integrations

- Advocate for

FAIR data principles

and help clients implement best practices for reproducible, auditable, and ethical research.

- Coordinate closely with Aridhia's product, engineering, and support teams to resolve issues, provide feedback, and ensure timely delivery of solutions.

- Manage regular account reviews, onboarding plans, and reporting on adoption, usage, and value delivered.

- Monitor customer health, revenue, costs, and upsell opportunities.

- Some travel to in-person meetings and client premises will be required.

What you'll bring....

Essential:

- 3+ years in a technical customer-facing role (e.g., Customer Success Manager, Technical Account Manager, Solutions Engineer).

- Solid understanding of cloud platforms, especially

Microsoft Azure

(subscription and resource management, compute options, storage services, cost management).

- Hands-on experience with data science and analytics tools (R, Python, Julia, Jupyter, SAS).

- Understanding of data engineering concepts and secure research environments.

- Strong project coordination, client engagement, and problem-solving skills.

- Excellent written and verbal communication, especially with non-technical stakeholders.

- Ability to grasp a deep technical understanding of Aridhia offerings and product architecture.

Desirable Qualifications/Skills:

- Familiarity with Trusted Research Environments (TREs) and FAIR data principles.

- Experience working in or with healthcare, academic research, or life sciences organizations.

- Understanding of information governance, data privacy, and research ethics.

- Experience supporting enterprise software platforms or data products in regulated sectors.

- Exposure to DevOps workflows, CI/CD, or infrastructure as code.

- Degree in an analytical or scientific field (e.g., technology, engineering, medical, life sciences, etc).

- Professional qualifications and/or technical certifications.

About Aridhia

Aridhia enables clinical and life sciences users to use Cloud services to collaborate, investigate and develop innovative therapies, diagnostics, and care pathways for a range of medical conditions. We do this through Software and Platform as a Service, giving self-service access to secure workspaces for data management, de-identification, statistics and machine learning, cloud computing and interactive visualisation. In this way, a growing number of research hospitals, universities and pharmaceutical companies can ensure confidentiality, compliance, and ethical use of patient data.

Our Aridhia Digital Research Environment (DRE) is built on leading technologies and this role offers the exciting opportunity to join an inclusive, talented and dedicated top-flight technical team and to develop and enhance your experience and skills whilst contributing to the delivery of our roadmap and key strategic projects.

We follow an agile working method with daily team stand-ups, progress boards, and sprints to keep people informed and involved as projects evolve, and to share knowledge across teams. Aridhia is entrepreneurial and ground-breaking. We are creating a market and growing a business; it's probably unlike anything you've done before!

Please note all successful candidates will be required to achieve a Basic Disclosure Scotland Certificate.

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Benefits:

Casual dress Company events Company pension Private medical insurance Referral programme Sick pay Work from home
Schedule:

Flexitime Monday to Friday
Work Location: Remote