Customer Success Manager

Automata•Cambridge, MA

4d•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, while personally managing strategic customer relationships. The role helps establish consistent, high-quality delivery of integrated lab automation across regions and ensures customers succeed with Automata’s LINQ hardware and software platform. This is a player-coach position at the intersection of science, hardware, and software. The Customer Success Manager independently manages complex customer projects from contract signature through design, procurement, assembly, testing, shipping, reassembly, training, and handover to field services. The role owns a portfolio of customers and projects, coordinates resources, manages risks, and serves as a trusted contact for customer end users and leadership. The position also involves communicating platform capabilities and limitations, conveying customer needs to Product, delivering customer training, supporting onboarding and knowledge sharing across the US Customer Success team, and leading improvement initiatives. The role is based in the greater Boston area, with 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 the greater Boston area.
Willingness to travel as needed for customer projects.

Nice To Haves

Experience in start-up or scale-up environments.

Responsibilities

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.
Own a portfolio of customers and projects at different lifecycle stages, allocate Customer Success Manager, Customer Success Engineer, and engineering resources, and forecast resource needs.
Identify and assess 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 point of contact for customer end users and leadership, including leading difficult conversations about delays and issues and driving toward positive outcomes.
Maintain knowledge of LINQ platform features, limitations, and roadmap; evaluate 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.
Lead and grow a team of Customer Success Managers delivering customer success across markets.