Senior CS Manager — Lab Automation (Hybrid)

PassFort; Boston (MA); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Sick pay

Additional leave

Job summary

Automata, a leader in lab automation, seeks a Manager of Customer Success in Boston with hybrid work arrangements. You will own a book of strategic accounts end-to-end and line-manage a small team of Customer Success Managers, coordinating with Product, Engineering and Field Services to deliver seamless deployments.

This role emphasizes executive stakeholder management, program governance, and customer-centric process improvement in a fast-paced lab tech environment.

Qualifications

• 8+ years in customer-facing roles within life sciences or lab technology.
• Proven deployments of hardware and software in working laboratories.
• Executive-level stakeholder management experience.
• Fluent in Asana, Jira or similar tools.
• Based in the US with willingness to travel 20–30%.

Responsibilities

• Team leadership (approx. 55%): Line manage a team of four to six Customer Success Managers, run 1:1s, set expectations, and oversee development plans and reviews.
• Strategic account ownership (approx. 20%): Own strategic accounts end-to-end from signature to design, build, testing and handover.
• Portfolio oversight and escalations (approx. 15%): Maintain timelines and risks across US accounts; escalate as needed.
• Process, product and cross-functional impact (approx. 10%): Lead change initiatives; voice of the customer to Product and priorities back to business.

Skills

Leadership

Program management

Stakeholder management

Customer success

Team coaching

Asana/Jira familiarity

Tools

Asana

Jira

Job description

Automata, a leader in lab automation, seeks a Manager of Customer Success in Boston with hybrid work arrangements. You will own a book of strategic accounts end-to-end and line-manage a small team of Customer Success Managers, coordinating with Product, Engineering and Field Services to deliver seamless deployments.

This role emphasizes executive stakeholder management, program governance, and customer-centric process improvement in a fast-paced lab tech environment.