Manager, Customer Success

Level: 5

Location:

Hybrid

At Automata
, we're on a mission to transform how scientists work by making automation accessible to every lab in the world. We believe that by giving labs the power to automate, we can unlock discoveries that will shape the future of life sciences—from diagnostics and drug discovery to synthetic biology.

But we’re more than just a company disrupting the industry—we're a team of innovators, problem-solvers, and creators passionate about empowering scientists. Our LINQ platform combines hardware and software to streamline workflows, making lab automation fast, flexible, and affordable. This means our customers can focus on groundbreaking research, while we take care of the rest.

• Impact
  :
  Your work will directly contribute to advancements in science and medicine, supporting labs around the globe as they push boundaries in research and innovation.

• Innovation
  :
  You’ll be part of a team solving complex problems (seriously, no one else has figured out how to do this yet), using cutting‑edge technology (we have robots).

• Growth
  :
  We invest in our people. Whether through hands‑on experience, professional development, or collaborative projects, you’ll grow both professionally and personally.

• Community
  :
  Join a diverse, passionate team that values collaboration (golf on a Thursday, Soccer once a month, movie nights whenever we fancy it).

Automata is a leading robotics and automation company powering the laboratories of the future. Our mission is to unlock labs’ space, people, and potential through automation hardware and software.

Our lab automation technology is efficient, scalable and reliable and effectively carries out routine tasks, to free up scientists to work on innovative research.

We meet labs where they are on their automation journey, and are the trusted partner to customers including trusts within the NHS, bit.bio and The Francis Crick Institute. We are also supporting advances across Core Testing Labs, Academic Institutes, CDMOs, Pharma’s and Biotech’s.

We are looking for a Customer Success Manager whose mission is to lead and grow a team of Customer Success Managers who deliver a best‑in‑class experience for our life sciences customers, while personally owning strategic account relationships and setting the standard for how Automata delivers integrated lab automation.

You will sit at the centre of how our customers experience Automata. This is a player‑coach role: you will own a book of strategic accounts end to end, from contract signature through design, build, testing, installation and handover, and you will line manage a team of Customer Success Managers who do the same. You will be the bridge between our customers' scientists and our internal solutions, product and engineering teams, making sure every account realizes the benefits of Automata's LINQ platform.

You will live at the intersection of science, hardware, software and people leadership, and you will directly shape whether our mission of making automation a reality for every lab lands in practice.

• Team leadership (approx. 55%):
  Line manage a team of four to six Customer Success Managers. Run 1:1s, set clear expectations, coach against the Customer Success career progression framework, own development plans and performance reviews, and lead hiring and onboarding as the team grows. Set the standard for project management, customer communication and tooling discipline across the team.

• Strategic account ownership (approx. 20%):
  Personally own a book of strategic accounts from contract signature through low‑level design, procurement and build, in‑house testing, shipping, installation, re‑testing, training and handover to field services. Act as the trusted senior point of contact for customer scientists and leadership, including the difficult conversations on timelines, scope and technical trade‑offs.

• Portfolio oversight and escalations (approx. 15%):
  Maintain a clear, current view of timelines, risk and resourcing across every US account. Report status, risk and mitigation to Customer Success leadership early and clearly.…