Director of Customer Success

Stellaromics Inc. • Boston, MA

10h

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 is responsible for driving customer adoption, retention, growth, and satisfaction across the Stellaromics portfolio. The Director will define and execute the Customer Success strategy and build, mentor, and lead a high-performing team of Field Application Scientists, Field Service Engineers, and Central Support Scientists. The position will also establish scalable retention and expansion processes and serve as an executive sponsor for key client accounts.

This role offers the opportunity to contribute to a fast-growing company in the emerging field of spatial biology, with the potential for significant impact and career growth. The Director will work across Product, Finance, Commercial Operations, Sales, and Marketing to improve customer outcomes and support company growth.

Requirements

• At least 7 years of Customer Success experience in the Biotechnology Tools space.
• At least 3–5 years in a direct people-management or leadership role.
• A proven record of meeting or exceeding retention and customer satisfaction metrics while scaling an organization in a fast-paced environment.
• Expertise in using data, customer health scores, and analytics to drive decision-making.
• Exceptional leadership, coaching, and talent-management skills, including experience scaling teams.
• Outstanding verbal, written, and executive presentation skills, with comfort engaging 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 end-to-end customer lifecycle strategies covering onboarding, adoption, retention, renewal, and advocacy.
• Create scalable processes, playbooks, and automated self-service tools to increase Customer Success efficiency and improve customer outcomes.
• Partner with Commercial Operations to monitor and report on Customer Success metrics, churn risk, and customer 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 serve 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 the department budget responsibly while maximizing customer impact.
• Use analytics to support decision-making and enable growth.
• Partner with Sales to ensure smooth customer handoffs.
• Collaborate with Marketing on customer advocacy programs, including Certified Service Provider initiatives, case studies, testimonials, and advisory boards.
• Build, mentor, and develop a high-performing team of Field Application Scientists, Field Service Engineers, and Central Support Scientists.
• Serve as the sponsor for key client accounts.

Benefits

• 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