Director, Customer Success & Service

Oni; Oxford; Sur place; GBP 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Competitive salary

28 days leave

Private healthcare

Inclusive culture

Mental health support

Pension scheme

Perks at work

Résumé du poste

Oni in Oxford is seeking a senior Customer Success leader to own the post-sale experience for its Nanoimager customers. You will guide field service engineers, ensure renewals, and shape a scalable service organisation that increases uptime and adoption.

You will build cross-functional processes, manage service P&L, and develop AI-enabled support to improve response times. The role offers a dynamic, inclusive environment with competitive compensation and comprehensive benefits.

Qualifications

• 8+ years in quota-bearing sales or post-sale roles in scientific instrumentation.
• Proven people leadership across distributed technical teams.
• Experience with service economics, renewals, and customer experience.
• Strong operations, escalation, and cross-functional leadership.

Responsabilités

• Lead field service engineers, customer-support, and support-field applications across the installed base.
• Own service-renewal performance and establish a renewal process.
• Manage service P&L and improve the economics of the post-sale organization.
• Establish customer satisfaction, uptime, response-time, and service-level metrics.
• Improve mean time to repair and reduce avoidable customer downtime.
• Oversee installations, preventive maintenance, break/fix, escalation, and case-management processes.
• Ensure customers successfully adopt the company applications and workflows and receive appropriate applications support.
• Identify customers at risk and coordinate cross-functional recovery plans.
• Identify expansion, advocacy, and reference opportunities and route commercial opportunities appropriately.
• Lead development of digital and AI-enabled support where it improves scale, responsiveness, or customer experience.
• Build global staffing, process, and service capacity as the installed base grows.

Connaissances

Quota carrying

People leadership

Service economics

Operations leadership

Cross-functional leadership

Description du poste

Join the company and Explore the Boundaries of Scientific Discovery!

At the company, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualise, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge.

Own the post-sale customer experience and build a scalable Customer Success & Service organisation that maximizes system uptime, customer adoption, service-contract renewal, and long-term customer value.

Responsibilities

• Lead field service engineers, customer-support, and support-field applications specialists across the installed base.
• Own service-contract renewal performance and establish a disciplined renewal process.
• Manage service P&L and improve the economics of the post-sale organization.
• Establish customer satisfaction, uptime, response-time, and service-level metrics.
• Improve mean time to repair and reduce avoidable customer downtime.
• Oversee installations, preventative maintenance, break/fix, escalation, and case-management processes.
• Ensure customers successfully adopt the company applications and workflows and receive appropriate applications support.
• Identify customers at risk and coordinate cross-functional recovery plans.
• Identify expansion, advocacy, and reference opportunities and route commercial opportunities appropriately.
• Lead development of digital and AI-enabled support where it improves scale, responsiveness, or customer experience.
• Build global staffing, process, and service capacity as the installed base grows.

Candidate profile

• 8+ years of quota carrying experience in sales, field service, customer success, applications, or post-sale operations within scientific instrumentation or a related technical market.
• Demonstrated people leadership and experience managing distributed technical teams.
• Experience managing service economics, renewals, and customer experience.
• Strong operational, escalation-management, and cross-functional leadership skills.
• Ability to build scalable processes in a growing installed-base environment.

At the company, we understand that a fulfilling career involves more than just challenging work - it's about enjoying a well-rounded experience. When you become a part of our team, you not only contribute to groundbreaking research but also enjoy a range of benefits designed to enhance your life both inside and outside the workplace.As an equal opportunity employer, we prioritize fairness and respect, ensuring every team member thrives regardless of their background. But that's not all - our perks include:Competitive Compensation We recognise and reward your talent. Enjoy a competitive salary that reflects your expertise and contributions, ensuring your hard work is recognized.28 days of annual leave plus local bank holidays and 4 dedicated wellbeing days.Private Healthcare and Dental Coverage: Your health matters to us. Access top-notch medical and dental services, ensuring your well-being is in good hands.Inclusive Culture: Be a valued member of our diverse, inclusive family. Your unique perspective is celebrated here, fostering a culture of mutual respect and understanding.Health Assured: Your mental health is essential. Access our comprehensive mental health support services for a balanced work-life experience.People’s Pension: Secure your future with our pension scheme, investing in your financial well-being beyond the workplace.Perks at Work: Enjoy exclusive discounts and deals through our perks at work program, adding value to your everyday life.