Senior Customer Success Manager, Lab Automation

Automata; Cambridge (MA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Automata, based in Cambridge, MA, is seeking a senior Customer Success Manager to lead a growing team and own a book of strategic accounts end to end. You will coordinate with product, engineering and field services to deliver deployments that meet timelines and deliver measurable value for life sciences labs across the US.

This role emphasizes leadership, cross-functional partnerships, and the ability to travel to customer sites as needed in a hybrid work setup.

Qualifications

• 8+ years in customer-facing roles within life sciences or lab technology.
• Proven track record delivering complex hardware/software deployments.
• Executive-level stakeholder management experience.

Responsibilities

• Lead and line-manage a team of Customer Success Managers, guiding development and performance.
• Own strategic accounts end to end, from contract through design, build, testing and handover.
• Maintain timelines, risk and resource visibility across US accounts and escalate as needed.
• Drive cross-functional improvements by voicing customer needs to Product and engineering.

Skills

Customer facing

Program management

Executive stakeholder mgmt

People leadership

Lab automation knowledge

Asana/Jira familiarity

Travel readiness

Cross-functional collab

Tools

Asana

Jira

Job description

Automata, based in Cambridge, MA, is seeking a senior Customer Success Manager to lead a growing team and own a book of strategic accounts end to end. You will coordinate with product, engineering and field services to deliver deployments that meet timelines and deliver measurable value for life sciences labs across the US.

This role emphasizes leadership, cross-functional partnerships, and the ability to travel to customer sites as needed in a hybrid work setup.