Director of Customer Success

Stellaromics • Boston, MA

10d

About The Position

Stellaromics is seeking an experienced, strategic, and results-driven Director of Customer Success to lead and scale its Customer Success organization. The role drives customer adoption, retention, growth, and satisfaction across the Stellaromics portfolio. The Director defines and executes the Customer Success strategy; builds, mentors, and develops a high-performing team of Field Application Scientists, Field Service Engineers, and Central Support Scientists; creates scalable retention and expansion processes; and sponsors key client accounts.

The position offers an opportunity to contribute to a fast-growing company in spatial biology, with potential for impact and career growth. The Director works across Product, Finance, Commercial Operations, Sales, and Marketing to improve customer outcomes, guide product decisions, support revenue growth, and develop customer advocacy programs.

Stellaromics describes its technology as being at the cutting edge of spatial biology and genomics. It offers a collaborative environment and opportunities for professional development and career advancement. Compensation and benefits are described as an attractive package based on market pay data and commensurate with candidate skills, qualifications, and experience.

Requirements

• At least 7 years of Customer Success experience within the Biotechnology Tools space.
• At least 3–5 years in a direct people management or leadership role.
• Proven record of meeting or exceeding retention and customer satisfaction metrics while scaling an organization in a fast-paced environment.
• Expertise in leveraging data, health scores, and analytics to drive decision-making.
• Exceptional leadership, coaching, and talent management skills, with experience scaling teams.
• Outstanding verbal, written, and executive presentation skills, including comfort engaging with C-suite stakeholders.
• Strong hands-on experience with Customer Success platforms, CRMs, and analytics tools.
• PhD or equivalent experience in Biological Sciences or Engineering.

Responsibilities

• Lead and scale the Customer Success organization and define and execute its strategy.
• Set clear team and individual KPIs, including NPS, MTBF, and adoption metrics, and foster a high-accountability, supportive team culture.
• Establish continuous training, career progression pathways, and performance development plans for team members.
• Design and execute customer lifecycle strategies covering onboarding, adoption, retention, renewal, and advocacy.
• Establish scalable processes, playbooks, and automated self-service tools to improve Customer Success efficiency and customer outcomes.
• Partner with Commercial Operations to monitor and report on Customer Success metrics, churn risk, and health scores.
• Drive retention, utilization, growth, and satisfaction targets across the customer base.
• Collaborate with Sales and sales leadership to drive revenue.
• Manage high-risk accounts and act as an executive escalation point for critical client challenges.
• Represent the voice of the customer by synthesizing client feedback and requirements to help shape the product roadmap.
• Manage to budget while maximizing customer impact.
• Use analytics to support decision-making and growth in partnership with Commercial Operations.
• Partner with Sales on customer handoffs and with Marketing on customer advocacy programs, including Certified Service Provider initiatives, case studies, testimonials, and advisory boards.
• Build and develop a high-performing team of Field Application Scientists, Field Service Engineers, and Central Support Scientists.
• Serve as sponsor for key client accounts.

Benefits

• Attractive compensation and benefits package based on market pay data and commensurate with candidate skills, qualifications, and experience.
• Opportunities for professional development and career advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Ph.D. or professional degree