Head of Customer Success, Biotech Growth & Retention

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

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.