Director of Customer Success

Stellaromics, Inc.; Boston (MA); On-site; USD 150,000 - 230,000; Full time

Job summary

Stellaromics Inc. seeks a Director of Customer Success to lead and scale the CS organization across the Stellaromics portfolio. You will drive adoption, retention, growth, and overall customer satisfaction while defining the CS strategy and mentoring a high-performing team of specialists.

You will build scalable processes, partner with Sales, Marketing, Product, and Finance, and serve as an executive sponsor for key accounts. Stellaromics offers growth in spatial biology.

Qualifications

• 7+ years in Customer Success in Biotech Tools or related sector.
• 3–5+ years in leadership and people management.
• Proven track record of retention and customer satisfaction growth.
• Strong data-driven approach with health scores and analytics.
• Exceptional leadership, coaching, and executive interaction skills.
• Excellent verbal and written communication; C-suite engagement.
• Hands-on experience with CS platforms, CRMs, and analytics tools.

Responsibilities

• Define and execute the CS strategy and metrics for adoption, retention, and growth.
• Lead a team of Field Application Scientists, Field Service Engineers, and Central Support Scientists.
• Design scalable retention/expansion processes and account sponsorship.
• Collaborate with Product, Finance, Commercial Ops, and Sales/Marketing to drive outcomes.
• Mentor, train, and develop a high-performing CS team and leadership pipeline.

Skills

Leadership

KPI setting

Strategy development

Cross-functional collaboration

Executive communication

Mentoring and coaching

Data-driven decision making

Education

PhD or equivalent

Tools

Salesforce

CRM platforms

Analytics tools

Job description

Responsibilities:

We are seeking an experienced, strategic, and results-driven Director of Customer Success to lead and scale our Customer Success organization. In this role, you will be responsible for driving customer adoption, retention, growth, and overall satisfaction across the Stellaromics portfolio.

As the leader of the Customer Success team, you will define and execute the CS strategy, mentor and build a high-performing team of Field Application Scientists, Field Service Engineers and Central Support Scientists. You will build scalable retention/expansion processes and serve as the sponsor for key client accounts.

This position offers the opportunity to join a fast-growing company in the emerging field of spatial biology, with strong potential for impact and career growth.

Team Leadership & Talent Development

• Set clear team and individual KPIs (NPS, MTBF, adoption metrics etc) and foster a high-accountability, supportive team culture.
• Establish continuous training, career progression pathways, and performance development plans for team members.

Strategy & Operations

• Design and execute end-to-end customer lifecycle strategies (onboarding, adoption, retention, renewal, and advocacy)
• Establish scalable processes, playbooks, and automated self serve tools to increase CS efficiency and improve customer outcomes.
• Partner with Commercial Operations to monitor and report on CS metrics, churn risk and health scores.

Customer Retention & Revenue Growth

• Drive Retention, Utilization, Growth and Satisfaction targets across the customer base.
• Collaborate closely sales and sales leadership to drive revenue.
• Manage high-risk accounts and serve as an executive escalation point for critical client challenges.

Cross-Functional Collaboration

• Product: Act as the voice of the customer, synthesizing client feedback and requirements to help shape the product roadmap.
• Finance: Responsibly manage to budget while maximizing customer impact.
• Commercial Operations: Utilize analytics to drive decision making to enable growth.
• Sales/Marketing: Partner with Sales for smooth customer handoffs and collaborate with Marketing on customer advocacy programs (Certified Service Provider, case studies, testimonials, advisory boards).

Qualifications:

• Experience: 7+ years of experience in Customer Success within the Biotechnology Tools space, with at least 3-5 years in a direct people management/leadership role.
• Track Record: Proven record of meeting or exceeding retention and customer satisfaction metrics while scaling an organization in a fast-paced environment
• Data-Driven Mindset: Expertise in leveraging data, health scores and analytics to drive decision-making.
• Leadership: Exceptional leadership, coaching, and talent management skills with experience scaling teams.
• Communication: Outstanding verbal, written, and executive presentation skills; comfortable engaging with C-suite stakeholders.
• Tools Proficiency: Strong hands-on experience with Customer Success platforms, CRMs, and analytics tools.
• Education: PhD or equivalent experience in Biological Sciences or Engineering

Why Stellaromics?

• Innovative Technology: Be part of a company at the cutting edge of spatial biology and genomics, revolutionizing the way researchers understand biology.
• Impactful Role: You will have a significant impact on the department and the future of the company.
• Collaborative Environment: Work with a talented, passionate team in a culture that values creativity, innovation, and teamwork.
• Career Growth: As a high-growth company, we offer significant opportunities for professional development and career advancement.

Compensation

An attractive compensation and benefits package based on market pay data will be commensurate with candidate skills, qualifications, and experience.

Stellaromics is an Equal Opportunity Employer striving to build an inclusive and diverse workplace culture.