Senior Customer Success Manager, Lab Automation Deployments

Jobtailor; Boston (MA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Jobtailor is seeking a Senior Customer Success leader in the Boston area to manage a team of four to six CSMs and oversee end-to-end customer deployments across life sciences customers.

You will drive stakeholder alignment, partner with Product, and guide post-sale programs to ensure successful adoption of the LINQ platform. A mix of hybrid work with travel to the UK/US HQ is expected.

Qualifications

• 8+ years in customer-facing roles within life sciences or lab technology.
• At least 2 years line managing a customer-facing team.
• Proven experience delivering complex, multi-stakeholder hardware and software deployments into working laboratories.
• Executive-level stakeholder management and communication.
• Ability to coach and develop people and improve team performance.
• Experience in start-up or scale-up environments.
• US based with willingness to travel; Greater Boston hybrid preferred with UK/US HQ travel.

Responsibilities

• Lead and grow a team of four to six Customer Success Managers.
• Run 1:1s, set expectations, coach against career progression framework, and own development plans.
• Own timelines, scope, risks, and escalations for deployments.
• Maintain visibility into timelines, risk, and resourcing across US accounts.
• Report status, risk, and mitigation to Customer Success leadership.
• Forecast resource needs across CS, Success Engineering, and Field Service.
• Lead process and change initiatives within Customer Success.
• Represent customer needs to Product and communicate roadmap gaps.
• Build relationships with third-party instrument vendors.
• Ensure customers realize benefits of Automata's LINQ platform.

Skills

Customer Success Management

Program Management

Stakeholder Management

Team Leadership

Laboratory Science Expertise

Tools

Asana

Jira

Scheduling Software

Python

SDKs

JSON

Job description

Jobtailor is seeking a Senior Customer Success leader in the Boston area to manage a team of four to six CSMs and oversee end-to-end customer deployments across life sciences customers.

You will drive stakeholder alignment, partner with Product, and guide post-sale programs to ensure successful adoption of the LINQ platform. A mix of hybrid work with travel to the UK/US HQ is expected.