Customer Success Manager

Automata•Cambridge, MA

5d•Hybrid

About The Position

Automata is seeking a Customer Success Manager to lead and grow a team of Customer Success Managers serving global life sciences customers. This player-coach role combines leadership of the US Customer Success team with ownership of strategic customer relationships and complex automation programmes. The position helps establish a consistent, high-standard customer experience across regions and ensures customers realise the benefits of Automata’s LINQ platform. The role is a bridge between customers’ scientists and Automata’s Solutions, Product, Engineering and Delivery teams. It involves independently managing customer projects from contract signature through design, procurement, assembly, testing, shipping, reassembly, training and handover to field services, while overseeing multiple customer accounts and coordinating resources. The Customer Success Manager also identifies and mitigates risks, communicates technical issues and platform limitations, delivers customer training, and shares customer requirements with Product. The position is based in the greater Boston area, with a hybrid arrangement and travel as needed for customer projects.

Requirements

At least 5 years in a customer-facing delivery role, such as customer success, project management, applications, pre-sales or post-sales, within biotech, life sciences or lab automation.
Scientific background or hands-on laboratory experience, with a working understanding of customers’ science and how automation affects it.
Track record of independently managing complex technical projects to time, scope and budget, including proactive risk identification and mitigation.
Ability to understand highly technical and scientific challenges and communicate a path forward effectively to project stakeholders.
Senior-level stakeholder management experience, including leading difficult conversations with customer leadership.
Strong presentation skills and experience delivering training and presenting technical content to non-technical audiences.
Proficiency with project management tools such as Asana, Jira or similar.
Located in greater Boston.
Willingness to travel as needed for customer projects.

Nice To Haves

Experience in start-up or scale-up environments.

Responsibilities

Lead and grow a team of Customer Success Managers delivering a high-quality experience for global life sciences customers.
Own strategic customer relationships while setting standards for integrated lab automation delivery across regions.
Independently manage customer projects from contract signature through low-level design, procurement and assembly, in-house testing, disassembly, shipping, reassembly, retesting, training and handover to field services.
Manage a portfolio of customers and projects at different lifecycle stages, allocating Customer Success Manager, Customer Success Engineer and engineering resources and forecasting future resource needs.
Identify and evaluate risks to project scope, timeline and budget, plan mitigations, and communicate the impact of technical issues to internal and customer stakeholders.
Serve as a trusted contact for customer end users and leadership, lead difficult conversations about delays and issues, and work toward positive outcomes.
Maintain knowledge of LINQ platform features, limitations and roadmap; assess and communicate platform gaps and workarounds to customers; and relay customer requirements to Product.
Deliver training on the Automata system and present technical changes and their impact to senior non-technical audiences.
Support onboarding and knowledge sharing across the US Customer Success team.
Lead improvement initiatives affecting individual projects and the team.