Senior CSM Lead - Life Sciences (Hybrid Boston)

Automata; Boston (MA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare

401k

Well-being budget

Holiday: 30 days + 10 federal holidays

Additional leave days

Birthday trees

Paid sick leave

Mental health support

Career progression frameworks

Job summary

Automata, a Boston-based robotics and automation company, seeks a Customer Success Manager to lead a growing US team delivering complex automation programs for life sciences customers. You will own strategic relationships and coordinate across Solutions, Product, Engineering and Delivery to ensure value and success with the LINQ platform.

You will manage multiple customer projects end-to-end, allocate resources, identify risks, and communicate clearly with executives.

Qualifications

• 5+ years in a customer facing delivery role within biotech, life sciences or lab automation.
• Scientific background or hands-on lab experience.
• Track record of independently managing complex technical projects to time, scope and budget.
• Demonstrated ability to communicate technical content to non-technical audiences.
• Located in greater Boston (US HQ).
• Willingness to travel for customer projects.

Responsibilities

• Independently managing customer projects from contract signature through design, procurement, assembly, testing, handover to field services, with minimal direction.
• Owning a portfolio of multiple customers and projects at different stages, allocating resources across them.
• Proactively identifying and evaluating risks to scope, timeline and budget, and communicating mitigations.
• Acting as the trusted point of contact for customer end users and leadership, including difficult conversations and driving positive outcomes.
• Maintaining understanding of LINQ platform features, communicating gaps and workarounds to customers, feeding requirements back to Product.
• Delivering customer training on the Automata system and presenting technical changes to senior audiences.
• Supporting onboarding and knowledge sharing across the US Customer Success team.

Skills

Customer delivery

Biotech knowledge

Stakeholder management

Presentation skills

Startup experience

Tools

Asana

Jira

Job description

Automata, a Boston-based robotics and automation company, seeks a Customer Success Manager to lead a growing US team delivering complex automation programs for life sciences customers. You will own strategic relationships and coordinate across Solutions, Product, Engineering and Delivery to ensure value and success with the LINQ platform.

You will manage multiple customer projects end-to-end, allocate resources, identify risks, and communicate clearly with executives.