Client Relations Manager

About the role

The Client Relations Manager is the primary post-contract point of contact for a portfolio of client programs at Forge Biologics. This role is the critical bridge between our clients and our internal delivery teams — ensuring clients receive exceptional, proactive service from contract execution through successful product delivery. The Client Relations Manager is responsible for building lasting partnerships, driving program transparency, and growing client value through a deep understanding of client needs and Forge's capabilities. Success in this role is measured by client satisfaction, retention, and the expansion of client programs across Forge's service portfolio.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of client accounts from contract execution through delivery, acting as client advocate internally and Forge's face externally.
• Partner with Project Management, Technical Sales, Manufacturing, MS&T, Quality, and Analytical Development teams to oversee delivery of services and product to clients, proactively managing risk, decisions, and emerging issues.
• Build and maintain strong, trust-based relationships with key client stakeholders at all levels, including scientific, operational, and executive contacts.
• Set and manage client expectations around service quality, timelines, and deliverables; proactively communicate program updates, milestones, obstacles, and corrective actions.
• Identify and execute on opportunities to grow client accounts through cross-selling and up-selling additional Forge services, supporting the evolution of clients from early development into cGMP manufacturing.
• Translate client requirements and feedback into prioritized internal service and project requests; serve as the voice of the client in cross-functional discussions.
• Document, monitor, and maintain accurate program records and project timelines in CRM and project management tools.
• Generate regular reports on client satisfaction, program status, contract retention, and revenue trends; present findings to internal stakeholders and leadership.
• Collaborate with the Client Development and Marketing teams to contribute to client success stories, case studies, and reference development.

Qualifications

• Bachelor's degree in Life Sciences, Business Administration, or a related field (or equivalent professional experience).
• 3+ years of experience in a client relations, customer success, account management, or client-facing project management role.
• Demonstrated ability to manage multiple client accounts simultaneously with a high degree of organization, follow-through, and responsiveness.
• Strong written and verbal communication skills, including the ability to distill complex scientific or operational information for diverse audiences, and comfort presenting program status and strategic recommendations to executive-level stakeholders internally and at client organizations.
• Prowed track record of building trusted client relationships and contributing to account retention and growth.
• Ability to collaborate and influence cross-functional internal teams without direct authority to drive outcomes on behalf of clients.
• Self-starter with strong prioritization skills and the ability to adapt in a fast-paced, dynamic environment.
• Proficiency in CRM and project management tools (e.g., HubSpot, Smartsheet, Microsoft Teams or similar).
• Experience contributing to or leading client business reviews, satisfaction surveys, or structured account planning processes.
• Willingness to travel up to 25% to attend client meetings and industry events.
• Ability to work onsite in Columbus, Ohio 2-3 days/week on average.

Preferred Skills

• Experience in pharma, biotech, CDMO/CRO, or another regulated life sciences environment.