Job Description

Customer Success Manager (6 Months Fixed-Term)

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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 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.

Working Hours

Monday to Friday Start time: between 08:00 and 10:00 Finish time: between 16:00 and 18:30

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.