Team Lead, Customer Success

Watchmaker Genomics•Boulder, CO, CO

2d•$70,000 - $85,000•Onsite

About The Position

Watchmaker is inviting applications for the full-time position of Team Lead, Customer Success. This position reports to the VP of Commercial Operations & Scientific Support and will be responsible for managing strategic customer relationships, driving successful adoption of Watchmaker solutions, and ensuring an exceptional customer experience across all post-sales activities. This individual will play a critical role in aligning customer needs with internal resources, providing insights to inform commercial strategy, and contributing to organizational growth. The successful candidate will thrive in a dynamic, fast-paced environment and demonstrate both strategic leadership and hands-on execution. The position offers an opportunity to make a significant impact on customer satisfaction, retention, and expansion.

Requirements

Bachelor’s degree in business, life sciences, or a related field
At least 5 years of relevant customer success, account management, or client-facing experience in the life sciences, biotechnology, or genomics industries.
Proven experience managing complex customer relationships, ideally within NGS, molecular biology, or related fields.
Demonstrated success in building long-term customer relationships that drive retention and growth.
Communication and presentation skills, with the ability to influence both technical and executive-level audiences.
Ability to work effectively across teams in a fast-paced, growth-oriented environment.
Practical experience with CRM systems (Salesforce preferred) and customer success analytics.
Excellent problem-solving abilities and sound judgment when addressing customer challenges.
A positive, proactive attitude with a passion for customer advocacy and success.

Responsibilities

Direct management of a small team of Customer Success Specialists
Lead scalable processes for onboarding, training, and people management while leveraging CRM and analytics tools to track KPIs.
Oversee and prioritize key customer account interactions, ensuring a seamless onboarding process and long-term engagement with Watchmaker products.
Build and maintain strong relationships with key stakeholders to drive customer satisfaction and loyalty.
Partner closely with key stakeholders to define, measure, and execute customer success strategies aligned with company objectives.
Collaborate with Sales, Technical Support, and Product Management to deliver a unified customer experience.
Monitor customer health metrics and proactively identify risks, in a customer-centric approach.
Advocate for customers internally by providing feedback and insights to inform product development, commercial strategies, and process improvements.
Represent the voice of the customer in cross-functional initiatives and strategic planning sessions.