Engagement Manager

Job Summary

Cradle is a software platform for AI-guided discovery and optimization of proteins, used by clients in biopharma, biotech, agri-tech, food-tech, and academia. We are a team of around 90 people, distributed between Zurich and Amsterdam, offering competitive salaries, equity, and benefits.

About the role

As an Engagement Manager within our Customer Success team, you will oversee post-sale success for our largest customers, from initial onboarding to long-term adoption. You will define and track portfolio-level success metrics, align stakeholders, and ensure our software and services deliver measurable value across departments and programs.

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.

Qualifications

• Deep understanding of biopharma R&D workflows and ability to engage with executive stakeholders and 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).

Our Commitment to Inclusive Hiring

We evaluate all candidates based on merit, without regard to sex, gender, ethnicity, socio-economic background, or any other aspect of identity. We maintain zero tolerance for discrimination and actively encourage candidates from all backgrounds to apply.

AI Disclosure

Cradle uses an applicant tracking system that includes basic AI-assisted features which may generate scores or rankings based on how applications match a job description. These outputs are not used to make or meaningfully influence hiring decisions — all candidates are evaluated through a thorough, human-led review by our recruiting team.

Notice About Recruitment Scams

Please be aware that scammers are posing as us in order to get your personal details or money. We only communicate via @cradle.bio email addresses, make job offers after meeting you in person at our office in Zurich or Amsterdam, and never ask you to pay for anything during the interview process.